Service Designer, Equity of Access

📍 Job Overview

Job Title: Service Designer, Equity of Access

Company: AFCA

Location: Melbourne, Victoria, Australia / Sydney NSW, Australia

Job Type: Full-time (Contract)

Category: Service Design / Customer Experience Operations

Date Posted: 2026-05-18

Experience Level: Mid-Senior Level (5-10 years)

Remote Status: Hybrid (2 days in office)

🚀 Role Summary

• Design and implement accessible, inclusive end-to-end customer journeys to reduce friction and barriers for diverse user groups within the financial ombudsman service.

• Bridge the gap between user insights, service design principles, and operational reality by translating design concepts into tangible, embeddable changes.

• Collaborate within cross-functional delivery units, partnering closely with Product Design and Customer Experience teams to ensure a cohesive and responsive service offering.

• Champion and embed inclusive and accessible design practices across AFCA's services, processes, and touchpoints, ensuring fairness is practically delivered.

• Utilize agile or iterative delivery models to rapidly test, refine, and embed service improvements, driving real-world impact for vulnerable and diverse customer segments.

📝 Enhancement Note: While the role is titled "Service Designer," its emphasis on "Equity of Access," "operational reality," "embedding solutions," and "cross-functional delivery units" strongly positions it within the broader realm of Operations, specifically focusing on the operationalization of customer-centric and inclusive service delivery. The role requires translating design thinking into actionable operational improvements.

📈 Primary Responsibilities

• Design comprehensive, end-to-end customer journeys that systematically reduce friction, duplication of effort, and overall user burden.

• Proactively identify and systematically remove systemic barriers across all service channels, with a particular focus on vulnerable, diverse, or disadvantaged customer groups.

• Translate qualitative and quantitative user insights into practical, actionable service changes that can be effectively embedded into AFCA's day-to-day operations and workflows.

• Champion the integration and consistent application of inclusive and accessible design principles throughout AFCA's service delivery framework and operational processes.

• Partner closely with Product Designers to ensure seamless alignment and consistency between the digital product experience and the broader service experience.

• Maintain and champion consistency in service delivery and user experience across all organizational touchpoints and communication channels.

• Facilitate engaging workshops and co-design sessions involving a wide range of internal stakeholders and external user groups to gather diverse perspectives and foster collaboration.

• Work hands-on with operational teams to ensure that designed solutions are effectively implemented, adopted, and sustainably maintained within the operational environment.

📝 Enhancement Note: The responsibilities heavily lean into the operationalization of service design. The emphasis on "embedding into operations," "working hands-on with operational teams," and "ensuring solutions land and are sustained" highlights a need for a candidate who can execute and manage change within an operational context, not just conceptualize designs.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong portfolio and demonstrated experience in service design, human-centered design, or a related field will be paramount.

Experience: Proven experience (5-10 years) in service design, customer journey mapping, and operationalizing design solutions within complex organizational structures. Experience in a contract or project-based role is beneficial.

Required Skills:

• Strong service design capability, with robust and proven experience in end-to-end journey mapping and service blueprinting.

• Demonstrated ability to bridge the gap between design and execution, effectively translating user insights and design concepts into tangible operational reality and embeddable service changes.

• Proven experience working within complex, multi-stakeholder environments, managing diverse expectations and driving consensus.

• Confidence and practical experience working in agile or iterative delivery models, including rapid prototyping, testing, and embedding improvements.

• A solid understanding of inclusive and accessible design principles, with specific attention to the needs of vulnerable or diverse customer groups and the ability to apply these in practical scenarios.

Preferred Skills:

• Familiarity with AI-enabled design tools and emerging technologies for enhancing service design and delivery.

• Experience within the financial services sector or a regulatory/ombudsman environment.

• Background in customer experience (CX) strategy or user experience (UX) design, complementing service design skills.

• Experience in process optimization and workflow design within an operational setting.

📝 Enhancement Note: The experience level is inferred from the "5-10 years" estimate and the requirement for "strong capability" and "proven experience," indicating a need for a seasoned professional who can independently drive outcomes and mentor others. The emphasis on bridging design and execution suggests a need for practical, hands-on experience rather than purely theoretical knowledge.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase of end-to-end customer journey maps, including "as-is" and "to-be" states, with a clear focus on identifying pain points and proposing solutions.

• Examples of service blueprints or detailed process flows that illustrate how services are delivered across people, process, and touchpoints.

• Case studies demonstrating experience in translating user research and insights into tangible service design changes that led to measurable improvements.

• Evidence of work within complex, multi-stakeholder environments, highlighting collaboration and consensus-building efforts.

• Documentation of iterative design processes, including examples of rapid prototyping, user testing, and embedding feedback into service improvements.

Process Documentation:

• Examples of how you have documented and communicated complex service designs to operational teams for implementation.

• Demonstrations of how you have collaborated with operational teams to ensure the sustainability and ongoing effectiveness of designed services.

• Evidence of how you have measured the impact of service design interventions on operational efficiency and customer outcomes.

📝 Enhancement Note: Given the role's focus on "embedding into operations" and "real-world impact," a portfolio must go beyond conceptual design to demonstrate the candidate's ability to execute and sustain changes within an operational framework. It should highlight the practical application of service design principles to solve real business problems.

💵 Compensation & Benefits

Salary Range: For a Service Designer with 5-10 years of experience in Melbourne or Sydney, Australia, the estimated salary range for a full-time contract role is AUD $120,000 - $160,000 per annum, depending on experience and specific skill set. This estimate is based on current market data for similar specialized design and operations roles in major Australian cities, considering the contract nature of the position.

Benefits:

• Hybrid working model: Flexible arrangements with a requirement of two days per week in modern, collaborative offices.

• Inclusive Leave Options: Access to flexible public holidays, gender affirmation leave, women's health leave, and bonus paid time off during the end-of-year holiday period.

• Recognition: Silver AWEI Accreditation 2025 for LGBTQ+ workplace inclusion and an Accredited Family Friendly Workplace.

• Work-Life Balance: Opportunities for flexible work arrangements aligned with a caring and people-first culture.

• Professional Development: Potential for deepening expertise through exposure to diverse user needs and innovative service design challenges.

Working Hours: Standard full-time hours, likely around 37.5-40 hours per week, with a hybrid arrangement allowing for flexibility in balancing office and remote work.

📝 Enhancement Note: Salary is estimated based on industry benchmarks for similar roles in major Australian cities (Melbourne and Sydney) for a mid-senior level contractor. Benefits are extracted directly from the posting and highlighted for their relevance to work-life balance and inclusivity.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services / Not-for-Profit Ombudsman Service. AFCA operates as a critical independent body resolving financial complaints, playing a vital role in consumer protection and financial fairness.

Company Size: Over 1600 dedicated professionals, indicating a large, established organization with structured processes and diverse teams.

Founded: Established in 2018, AFCA is a relatively young organization, suggesting a dynamic environment that has rapidly scaled and is likely still refining its operational frameworks and service delivery models.

Team Structure:

• The Service Designer will be part of a cross-functional delivery unit, working alongside Product Designers and Customer Experience specialists.

• This unit likely operates with a degree of autonomy within the broader AFCA structure, focusing on specific program goals like Equity of Access.

Methodology:

• Agile and Iterative Delivery: The role emphasizes short, iterative cycles for rapid testing and embedding improvements, reflecting a modern, adaptable approach to service development and operations.

• Human-Centered Design: A core methodology focusing on understanding and responding to the diverse needs of users, particularly those experiencing barriers.

• Data-Driven Insights: Translation of "insights into practical service changes" suggests a reliance on user research, feedback, and potentially operational data to inform design decisions.

• Co-design and Collaboration: Active facilitation of workshops and co-design sessions indicates a collaborative approach to problem-solving and solution development.

Company Website: https://www.afca.org.au/

📝 Enhancement Note: The company's recent establishment and significant complaint volume (over 634,000 since 2018) suggest a critical operational function that requires continuous improvement and adaptation. The "Equity of Access" program is a strategic initiative focused on operationalizing fairness, making this role central to the organization's mission.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a Mid-to-Senior level within the service design and operations sphere. It requires significant autonomy in designing and implementing solutions, bridging conceptual design with practical operational execution. The focus on a specific strategic program ("Equity of Access") suggests a project-lead or specialist role with potential for broader influence.

Reporting Structure: The Service Designer will report into a lead within a cross-functional delivery unit, likely working closely with Product Designers, Customer Experience leads, and potentially operational managers. This structure fosters collaboration but may involve navigating matrixed reporting lines.

Operations Impact: The role has a direct impact on AFCA's core mission by making financial fairness accessible to all Australians. By reducing barriers and improving service pathways, the Service Designer contributes to operational efficiency, enhanced customer satisfaction, and the organization's reputation for fairness and inclusivity. Success in this role directly translates to improved operational outcomes for vulnerable communities.

Growth Opportunities:

• Specialization: Deepen expertise in designing for equity, access, and vulnerable user groups within a critical public service context.

• Operational Leadership: Gain hands-on experience in embedding design solutions into operational workflows, developing skills in change management and sustained implementation.

• Cross-functional Expertise: Enhance collaboration and communication skills by working across design, product, and operational teams.

• Program Impact: Contribute significantly to a strategic program ("Equity of Access") that has a direct and positive societal impact.

• Contract to Permanent Potential: While initially a contract role, strong performance and alignment with AFCA's needs could lead to permanent opportunities within the growing organization.

📝 Enhancement Note: The contract nature of the role suggests it's tied to a specific project or program phase. Growth potential lies in demonstrating exceptional execution and strategic thinking that could lead to permanent roles or further contract extensions, particularly within AFCA's ongoing commitment to improving service delivery.

🌐 Work Environment

Office Type: AFCA offers modern offices designed for collaboration and wellbeing, supporting a hybrid work model. This suggests an environment conducive to team interaction and focused individual work.

Office Location(s): Roles are available in both Melbourne, Victoria, and Sydney, New South Wales, Australia, providing geographical flexibility for candidates in these major Australian cities.

Workspace Context:

• Collaborative Environment: The office design emphasizes collaboration, facilitating interaction with Product Designers, Customer Experience teams, and operational stakeholders.

• Hybrid Flexibility: The requirement for two days in the office allows for structured team engagement while providing flexibility for focused work and personal commitments.

• Tools and Technology: While not explicitly detailed, expect access to standard office productivity tools, design software, and potentially specialized platforms for service design and project management.

Work Schedule: The role is full-time, implying a standard 37.5-40 hour work week. The hybrid model offers flexibility in structuring this time between office and remote settings. AFCA's commitment to work-life balance is supported by additional leave options and a family-friendly accreditation.

📝 Enhancement Note: The hybrid work model and office design suggest a blend of structured collaboration and individual focus, typical of modern operational teams aiming for efficiency and employee wellbeing. The emphasis on "collaboration and wellbeing" in office design points to a supportive and modern workspace.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Application & Screening: Standard application review, where your resume and portfolio will be assessed against the required skills and experience.

• Portfolio Presentation/Walkthrough: A likely step where candidates present key projects from their portfolio, focusing on their approach to service design, journey mapping, and operationalizing solutions. Be prepared to discuss challenges, methodologies, and outcomes.

• Stakeholder Interviews: Interviews with members of the cross-functional delivery unit (e.g., Product Designers, CX leads) and potentially operational managers to assess collaboration style, problem-solving abilities, and understanding of operational constraints.

• Case Study/Design Challenge: A potential exercise to assess practical application of service design skills, focusing on identifying barriers and proposing solutions for equity of access within a simulated AFCA context.

• Final Interview: May involve senior leadership to discuss strategic fit, cultural alignment, and long-term impact.

Portfolio Review Tips:

• Highlight Operational Impact: Clearly demonstrate how your service design work translated into tangible operational improvements, reduced friction, or removed barriers for users. Use metrics where possible (e.g., reduced call volume, improved completion rates, increased accessibility).

• Showcase Journey Mapping & Blueprinting: Include detailed examples of your journey maps and service blueprints, explaining your process for stakeholder engagement and insight synthesis.

• Emphasize Inclusivity & Accessibility: Dedicate specific sections or case studies to projects where you've prioritized inclusive and accessible design, detailing your approach and rationale.

• Illustrate Iterative Process: Show how you worked in agile cycles, tested concepts, gathered feedback, and iterated on designs to achieve optimal outcomes.

• Quantify Success: Whenever possible, use data and metrics to demonstrate the impact of your work. If direct metrics aren't available, articulate the qualitative benefits and expected outcomes clearly.

• Tailor to AFCA: Research AFCA's mission and values. Frame your portfolio examples to showcase how your skills align with their commitment to fairness and accessibility.

Challenge Preparation:

• Understand AFCA’s Context: Familiarize yourself with AFCA’s role as a financial ombudsman and the importance of "Equity of Access." Research common barriers faced by diverse and vulnerable consumers in financial dispute resolution.

• Problem-Solving Framework: Prepare to articulate your structured approach to identifying problems, analyzing root causes, and developing user-centric, operationally feasible solutions.

• Accessibility Standards: Be ready to discuss key principles and practical applications of WCAG (Web Content Accessibility Guidelines) or similar accessibility standards in service design.

• Stakeholder Management Scenarios: Prepare examples of how you have navigated challenges with diverse stakeholders, managed conflicting priorities, and driven consensus towards a shared goal.

📝 Enhancement Note: The emphasis on "operational reality," "embedding solutions," and "real-world impact" means the interview process will likely scrutinize the candidate's ability to execute and sustain design changes within an operational framework, not just their conceptual design skills. A strong portfolio showcasing practical application and measurable results will be crucial.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Journey Mapping Software: Tools like Miro, Mural, Figma (for prototyping and collaboration), Smaply, Lucidchart, or similar for creating journey maps, service blueprints, and process flows.

• Prototyping Tools: Figma, Sketch, Adobe XD for creating wireframes and interactive prototypes to test service concepts.

• Collaboration Platforms: Microsoft Teams, Slack for team communication and project coordination.

• Project Management Tools: Jira, Asana, Trello for managing tasks within agile or iterative delivery cycles.

Analytics & Reporting:

• While not a direct analyst role, familiarity with user analytics platforms (e.g., Google Analytics, Hotjar) to understand user behavior and identify pain points is beneficial.

CRM & Automation:

• Understanding of how CRM systems (e.g., Salesforce, Microsoft Dynamics) and workflow automation tools can support or hinder service delivery, and how service design can integrate with them.

• Familiarity with common enterprise software used in financial services or government sectors.

📝 Enhancement Note: The tools listed are standard for service designers, but the emphasis on "operational reality" and "embedding solutions" suggests a need for candidates who understand how to integrate their design outputs with existing operational systems and processes, rather than just using design-specific tools in isolation.

👥 Team Culture & Values

Operations Values:

• Fairness: A foundational value, driving the mission to ensure accessible financial dispute resolution for all Australians. This translates to a commitment to equitable service delivery.

• Inclusivity & Accessibility: A core focus of the role and the "Equity of Access" program, meaning a deep respect for diversity and a proactive approach to removing barriers.

• Accountability & Resilience: Expected in a challenging dispute resolution environment, requiring individuals to own outcomes and adapt to evolving needs.

• Collaboration & Belonging: AFCA emphasizes a culture where every voice is valued, fostering teamwork and a sense of community.

• Data-Driven & Efficient: The need to translate insights into practical changes and embed improvements suggests a culture that values evidence-based decision-making and operational efficiency.

Collaboration Style:

• Cross-functional Integration: The role explicitly requires close collaboration with Product Designers, Customer Experience, and operational teams, indicating a highly integrated and collaborative work environment.

• Co-design Approach: Active facilitation of workshops and co-design sessions suggests a culture that values collective input and shared problem-solving.

• Feedback-Oriented: Working in iterative cycles implies a culture where feedback is regularly sought, given, and acted upon to drive continuous improvement.

• Pragmatic & Outcome-Focused: The emphasis on "real-world impact" and "embedding solutions" suggests a pragmatic approach, prioritizing tangible results and operational effectiveness.

📝 Enhancement Note: The company values, particularly "Fairness" and "Inclusivity," are central to this role. Candidates should demonstrate how they embody these values in their work and how they foster a collaborative environment that prioritizes equitable outcomes.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Diverse Needs: Designing services that cater effectively to a wide spectrum of user needs, including those of vulnerable and diverse groups, while maintaining operational feasibility.

• Operationalizing Design: Translating innovative service designs into practical, sustainable changes within existing operational structures and processes, which can often be resistant to change.

• Stakeholder Alignment: Navigating complex stakeholder landscapes with potentially competing priorities and ensuring buy-in for new service models.

• Measuring Impact: Quantifying the success of "Equity of Access" initiatives, especially in terms of reduced barriers and improved fairness, can be challenging.

Learning & Development Opportunities:

• Deepening Expertise in Equity Design: Gaining specialized knowledge and practical experience in designing services that specifically address issues of fairness and access for underserved populations.

• Operational Change Management: Developing skills in driving and embedding service changes within a large operational framework, understanding the nuances of implementation and adoption.

• Cross-Disciplinary Collaboration: Enhancing skills in working effectively with product, UX, and operations teams, fostering a holistic approach to service delivery.

• Contribution to a Mission-Driven Organization: Playing a key role in a not-for-profit ombudsman service, contributing directly to societal fairness and consumer protection.

📝 Enhancement Note: This role offers significant opportunities to tackle complex societal challenges through design and operational improvement, providing a unique growth path for professionals passionate about impact and practical application.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you designed or improved a service to be more inclusive or accessible. What was your process, what challenges did you face, and what was the outcome?" (Focus on your methodology, stakeholder management, and measurable impact.)

• "How do you approach translating user insights and design concepts into practical, embeddable changes within an existing operational framework?" (Highlight your understanding of operational constraints and execution strategies.)

• "Walk us through a complex customer journey map or service blueprint you've created. What were the key pain points, and how did your design address them?" (Be prepared to discuss your tools, methods, and rationale.)

Company & Culture Questions:

• "Based on your research, what do you see as the biggest challenge for AFCA in achieving 'Equity of Access,' and how can service design help address it?" (Showcase your understanding of AFCA's mission and the role's strategic importance.)

• "How would you approach building rapport and collaboration with operational teams who might be resistant to design-led changes?" (Focus on communication, empathy, and partnership.)

Portfolio Presentation Strategy:

• Tell a Story: Structure your portfolio presentation around compelling narratives for 2-3 key projects. Focus on the problem, your approach, the solution, and the impact.

• Visual Clarity: Use clear, concise visuals for your journey maps, blueprints, and prototypes. Ensure they are easy to understand even for those not directly in design.

• Highlight Operational Integration: Explicitly discuss how your designs were (or could be) implemented operationally. If you have examples of successful embedding, feature them prominently.

• Quantify Impact: Use metrics (even estimated ones if actual data is unavailable) to demonstrate the value of your work. Focus on improvements in efficiency, accessibility, user satisfaction, or reduction in barriers.

• Be Prepared for Questions: Anticipate questions about your process, design choices, stakeholder management, and how you handle constructive criticism.

📝 Enhancement Note: The interview will likely assess not just design acumen but also the candidate's ability to execute, collaborate with operations, and drive tangible outcomes in a mission-critical environment. Practical experience in operationalizing design is key.

📌 Application Steps

To apply for this operations-focused Service Designer position:

• Submit your application through the provided link on SmartRecruiters.

• Tailor your Resume: Highlight experience directly related to service design, journey mapping, inclusive/accessible design, operational execution, and stakeholder management. Use keywords from the job description.

• Curate Your Portfolio: Select 2-3 of your strongest projects that best showcase your ability to design for equity of access and translate designs into operational reality. Ensure clear documentation of your process, challenges, and outcomes.

• Prepare Your Presentation: Practice presenting your portfolio projects, focusing on storytelling, visual clarity, and demonstrating operational impact. Be ready to discuss how your work aligns with AFCA's mission.

• Research AFCA: Understand their role as a financial ombudsman, their values, and the importance of the "Equity of Access" program. Prepare thoughtful questions about their operational challenges and goals.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with AFCA before making application decisions.