Service Designer, Equity of Access

📍 Job Overview

Job Title: Service Designer, Equity of Access

Company: AFCA (Australian Financial Complaints Authority)

Location: Melbourne, Victoria, Australia

Job Type: Full-time (Contract - 12 months)

Category: Service Design / Customer Experience Operations

Date Posted: 2026-05-18

Experience Level: Mid-Level (2-5 years)

Remote Status: Hybrid (2 days in office)

🚀 Role Summary

• Design and implement accessible, inclusive service pathways that reduce friction and effort for diverse customer segments within AFCA's dispute resolution framework.

• Translate user insights and operational realities into tangible service improvements across people, processes, and touchpoints, ensuring equitable access to financial fairness.

• Collaborate within a cross-functional delivery unit, partnering with Product Designers and operational teams to embed inclusive design principles and sustain service enhancements.

• Champion a user-centric approach to service delivery, focusing on iterative improvement cycles and demonstrating real-world impact through practical design solutions.

📝 Enhancement Note: This role is positioned within AFCA's "Equity of Access" program, indicating a strong focus on ensuring services are usable by vulnerable or diverse customer groups. The emphasis on "operational reality" and "embedding solutions" highlights a practical, hands-on approach to service design, distinct from purely conceptual roles. The 12-month contract nature suggests a project-driven initiative.

📈 Primary Responsibilities

• Design end-to-end customer journeys that proactively reduce friction, eliminate duplication, and minimize effort for individuals navigating AFCA's complaint resolution processes.

• Identify and systematically remove barriers across all service channels, with a particular focus on supporting vulnerable, diverse, or at-risk customer groups.

• Translate user research, feedback, and operational insights into practical, actionable service changes that can be effectively embedded into daily operations.

• Integrate and champion inclusive and accessible design principles across AFCA's service offerings, workflows, and internal processes to ensure widespread usability.

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

• Champion consistency and coherence across all customer touchpoints, channels, and interactions to build trust and clarity.

• Facilitate engaging workshops and co-design sessions with internal stakeholders and diverse user groups to foster collaboration and gather critical input.

• Work hands-on with operational teams to ensure implemented service solutions are effectively landed, adopted, and sustained for long-term impact.

📝 Enhancement Note: The responsibilities emphasize a blend of strategic design thinking and tactical execution. The explicit mention of "embedding into operations" and "working hands-on with operational teams" signifies a need for a service designer who can bridge the gap between concept and practical implementation, a critical skill for driving real-world change in an organization like AFCA.

🎓 Skills & Qualifications

Education:

Experience:

• Proven experience in translating user insights and operational constraints into effective service design solutions.

• Demonstrated ability to work within complex, multi-stakeholder environments, managing diverse perspectives and driving consensus.

Required Skills:

• Strong service design capability, including proficiency in journey mapping, user flow analysis, and service blueprinting.

• Ability to bridge design and execution, translating strategic insights into practical, operational realities and sustainable solutions.

• Demonstrated understanding of inclusive and accessible design principles and their application to diverse user needs, particularly for vulnerable populations.

• Excellent facilitation, communication, and stakeholder engagement skills, with the ability to lead workshops and gain buy-in from various levels.

• Experience working in complex, multi-stakeholder environments, navigating organizational structures and diverse interests.

• Confidence and experience working within agile or iterative delivery models, embracing rapid prototyping and feedback loops.

Preferred Skills:

• Familiarity with AI-enabled design tools and emerging technologies that can enhance service delivery.

• Experience in the financial services industry or a regulated environment, understanding compliance and fairness imperatives.

• Knowledge of customer experience (CX) principles and their integration with service design.

• Experience in co-design methodologies and participatory design approaches.

📝 Enhancement Note: The emphasis on "bridging design and execution" and working "hands-on with operational teams" suggests a preference for candidates who are not only conceptual designers but also practical implementers. The mention of "AI-enabled design tools" indicates a forward-thinking approach to technology adoption within the service design function.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Service Design Case Studies: Showcase end-to-end service design projects, clearly detailing the problem, your role, research methodology, design process (journey maps, service blueprints), implementation strategy, and measurable outcomes.

• Journey Mapping Examples: Provide clear examples of customer journey maps, highlighting how they informed service design decisions and led to tangible improvements in user experience or operational efficiency.

• Inclusive & Accessible Design Demonstrations: Include examples where inclusive or accessible design principles were central to your work, demonstrating how you identified and addressed barriers for diverse user groups.

• Operational Integration Evidence: Showcase instances where your service designs were successfully embedded into operational workflows, demonstrating your ability to collaborate with and influence operational teams.

• User Research Synthesis: Demonstrate your ability to synthesize user research and stakeholder feedback into actionable design recommendations and strategic service improvements.

Process Documentation:

• Workflow Design and Optimization: Evidence of designing new service workflows or optimizing existing ones to enhance user experience, reduce friction, and improve accessibility.

• Implementation and Automation Methods: Examples of how you've worked to implement service designs, potentially leveraging technology or process automation to achieve objectives.

• Measurement and Performance Analysis: Demonstrate how you've measured the impact of your service design interventions, using key performance indicators (KPIs) related to user satisfaction, accessibility, efficiency, and equitable access.

📝 Enhancement Note: Given the role's focus on "Equity of Access" and "embedding into operations," portfolios should strongly emphasize practical application, measurable impact on user experience for diverse groups, and successful integration into existing operational frameworks. Case studies demonstrating how design challenges were overcome within complex organizational structures will be highly valued.

💵 Compensation & Benefits

Salary Range:

• Based on industry benchmarks for experienced Service Designers in Melbourne, Australia, with a focus on complex, public-facing initiatives, a competitive salary range for this 12-month contract role would likely fall between AUD $100,000 - $130,000 per annum, commensurate with experience and demonstrated skills.

• Methodology: This estimate is derived from analysis of similar contract Service Designer roles in the Melbourne market, considering the specialized nature of "Equity of Access" and the financial ombudsman sector. Data sources include industry salary guides, recruitment agency reports, and publicly available compensation data for similar contract positions in Australia.

Benefits:

• Hybrid Working Model: Flexible arrangement allowing for a balance between remote work and in-office collaboration (2 days per week in modern offices).

• Inclusive Leave Options:

  • Flexible Public Holidays
  • Gender Affirmation Leave
  • Women's Health Leave

• Bonus Paid Time Off: Additional paid time off provided over the end-of-year holiday period.

• Workplace Inclusion Accreditations:

  • Silver AWEI Accreditation 2025 (Recognised for LGBTQ+ workplace inclusion).
  • Accredited Family Friendly Workplace (Supporting work-life balance).

• Professional Development: Opportunities to deepen expertise and potentially engage with emerging technologies.

• Meaningful Work: Contribution to a not-for-profit organization focused on fairness and consumer protection.

Working Hours:

• Standard full-time hours, likely around 38-40 hours per week, with a degree of flexibility offered within the hybrid working model.

📝 Enhancement Note: The benefits package is notably strong, reflecting AFCA's commitment to diversity, inclusion, and employee well-being. The specific leave options and accreditations are key differentiators that cater to a modern, inclusive workforce. The salary range is an estimate for a contract role of this nature and experience level in Melbourne.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Ombudsman Service) - Not-for-profit. AFCA operates as an independent dispute resolution body for the financial services industry in Australia, focusing on fairness and consumer protection. This sector often involves complex regulatory environments and a strong emphasis on ethical conduct and customer welfare.

Company Size: Over 1600 dedicated professionals. This indicates a large, established organization with structured departments and processes, offering opportunities for cross-functional collaboration.

Founded: Established in 2018. AFCA is a relatively young organization, implying a potentially dynamic culture that is still evolving, while also having developed significant operational capacity and a clear mission.

Team Structure:

• Cross-functional Delivery Unit: You will be part of a unit that includes Product Designers and works closely with operational teams, suggesting a collaborative, agile environment focused on delivering integrated solutions.

• Reporting: Likely reports into a Service Design Lead, Head of CX, or a Program Manager within the Equity of Access initiative, with regular interaction and collaboration with operational managers and front-line staff.

• Collaboration: Expected to engage extensively with various departments, including customer service, operations, legal, policy, and digital product teams, to ensure holistic service design.

Methodology:

• Iterative & Agile Delivery: The role involves working in short, iterative cycles, emphasizing rapid testing and continuous improvement of services.

• Human-Centred Design: A strong focus on understanding user needs, especially those of vulnerable groups, to design accessible and effective services.

• Data-Driven Insights: Insights from user research, operational data, and customer feedback are used to inform design decisions and measure impact.

• Process Optimization: A core function is to identify and implement changes that enhance efficiency, reduce effort, and improve the fairness of AFCA's services.

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

📝 Enhancement Note: AFCA's mission as a financial ombudsman service is central to its culture. The "Equity of Access" program and the company's stated values suggest a commitment to social impact and fairness, which will likely permeate the team's approach to work and decision-making. The hybrid model and extensive benefits further underscore a progressive and employee-centric organizational philosophy.

📈 Career & Growth Analysis

Operations Career Level: This role is a mid-level Service Designer position, focusing on a specific, critical program ("Equity of Access"). It requires a blend of strategic service design thinking and tactical execution, with a significant emphasis on bridging the gap between design and operational reality. The scope involves end-to-end journey design and embedding solutions.

Reporting Structure: You will likely report to a Design Lead or Program Manager within the Equity of Access initiative. You will collaborate closely with Product Designers and operational leaders, providing opportunities to influence operational practices through design.

Operations Impact: The core impact of this role is to significantly improve the accessibility and fairness of AFCA's services for all Australians, particularly those who are vulnerable or face barriers. This directly contributes to AFCA's mission and its reputation for delivering world-class dispute resolution. Success will be measured by tangible improvements in user experience, reduced complaint handling friction, and increased equitable access.

Growth Opportunities:

• Specialization: Deepen expertise in designing for diverse and vulnerable user groups, becoming a subject matter expert in inclusive service design within the financial services sector.

• Cross-functional Leadership: Gain experience leading design initiatives across multiple departments, influencing operational change and stakeholder buy-in.

• Program Impact: Contribute to a high-priority, impactful program that has direct relevance to AFCA's core mission, potentially leading to future opportunities in program management or senior design roles.

• Skill Development: Opportunity to work with emerging technologies (e.g., AI-enabled design tools) and refine skills in agile methodologies and complex stakeholder management.

📝 Enhancement Note: While a 12-month contract, this role offers significant opportunity for specialized growth within a mission-driven organization. The focus on "Equity of Access" provides a unique development path in inclusive design, and the need to embed solutions offers practical experience in driving organizational change.

🌐 Work Environment

Office Type: Modern offices designed for collaboration and well-being. This suggests an environment that supports team interaction and provides comfortable, functional workspaces.

Office Location(s): Melbourne, Victoria, Australia. Specific office details would be provided upon engagement, but the hybrid model implies a central, accessible location for collaborative work.

Workspace Context:

• Collaborative Hub: The office environment is intended to foster collaboration, team interaction, and idea-sharing, crucial for a service designer working across functions.

• Technology Enabled: Access to necessary tools and technology to support design work, user research, and communication within a hybrid setup.

• User-Centric Space: The design of the office itself may reflect AFCA's values of fairness and well-being.

Work Schedule:

• Full-time, with a hybrid arrangement allowing for 2 days per week in the office and the remainder working remotely. This structure aims to balance focused, independent work with team collaboration and in-person engagement.

📝 Enhancement Note: The hybrid model and emphasis on well-being suggest a progressive work environment that values work-life balance. The office design being geared towards collaboration aligns with the cross-functional nature of this role.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Application review focusing on resume and portfolio alignment with the "Equity of Access" program and required skills.

• Portfolio Presentation & Discussion: Candidates will likely be asked to present a selection of their work, focusing on relevant case studies demonstrating service design capability, journey mapping, inclusive design, and operational implementation. Expect in-depth questions about their process, decision-making, and impact.

• Stakeholder/Team Interviews: Meetings with key stakeholders from Product Design, Operations, and potentially Equity of Access program leads to assess cultural fit, collaboration style, and practical problem-solving abilities.

• Case Study/Exercise (Potential): A short design challenge or scenario-based exercise may be presented to assess on-the-spot problem-solving and design thinking in the context of AFCA's mission.

• Final Interview: For candidates progressing, a final interview may occur with senior leadership to discuss strategic alignment and confirm suitability.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 strong case studies that best demonstrate your experience in designing accessible, inclusive services, mapping complex journeys, and embedding solutions into operational realities.

• Highlight "Equity of Access": Explicitly connect your work to principles of fairness, accessibility, and supporting diverse user needs. If you have direct experience with vulnerable groups, emphasize this.

• Show, Don't Just Tell: Use visual aids like journey maps, service blueprints, user personas, and impact metrics. Clearly articulate your role and contribution in each project.

• Demonstrate Process: Walk through your design process, from research and insight generation to ideation, prototyping, testing, and implementation. Explain why you made certain decisions.

• Quantify Impact: Wherever possible, present data or evidence of the positive impact of your designs (e.g., reduced user effort, increased satisfaction, improved accessibility scores, operational efficiencies gained).

• Address Operationalization: Be prepared to discuss how your designs were or could be implemented within an operational context, and how you partnered with operational teams.

Challenge Preparation:

• Anticipate Scenarios: Consider how you would approach designing a service for a specific vulnerable group within AFCA's context, or how you would map and improve a journey that currently presents barriers.

• Focus on Empathy and Process: Demonstrate a clear, empathetic understanding of user needs and a structured approach to problem-solving.

• Be Action-Oriented: Frame your responses around practical steps, collaboration, and measurable outcomes.

📝 Enhancement Note: AFCA's stated commitment to not using AI for screening suggests a more human-centric and potentially longer application process. Candidates should prepare to articulate their design process and impact in detail, with a strong emphasis on practical application and user empathy.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Prototyping Software: Tools like Figma, Sketch, Adobe XD, Miro, Mural, Lucidchart for journey mapping, wireframing, prototyping, and collaborative ideation.

• User Research Platforms: Tools for surveys, interviews, usability testing (e.g., UserTesting.com, SurveyMonkey, Qualtrics).

• Collaboration Tools: Microsoft Teams, Slack for team communication and hybrid work coordination.

• Project Management Tools: Jira, Asana, Trello for managing iterative design cycles and sprint planning.

Analytics & Reporting:

• Web Analytics: Google Analytics or similar for understanding digital user behaviour.

• Customer Feedback Tools: Platforms for collecting and analysing customer feedback (e.g., NPS surveys, feedback widgets).

• Reporting Dashboards: Potentially using tools like Tableau, Power BI, or built-in analytics within CRM/CX platforms to track service performance metrics.

CRM & Automation:

• While not a primary focus for the Service Designer, familiarity with CRM systems (e.g., Salesforce, Microsoft Dynamics) and workflow automation tools can be beneficial for understanding how service designs integrate with operational systems.

📝 Enhancement Note: The role requires proficiency in standard service design and UX tools, with an emphasis on collaborative platforms like Miro and Figma for visualizing complex journeys and facilitating co-design. Familiarity with agile project management tools is also key. The mention of "AI-enabled design tools" suggests an openness to exploring new technologies.

👥 Team Culture & Values

Operations Values:

• Fairness: This is AFCA's core value. Service design decisions must uphold principles of fairness, equity, and impartiality in service delivery.

• Accessibility & Inclusion: A commitment to ensuring services are usable by everyone, regardless of background, ability, or circumstance.

• Customer-Centricity: Prioritizing the needs and experiences of individuals interacting with AFCA, especially during times of financial stress.

• Accountability & Resilience: Taking ownership of outcomes and demonstrating the ability to adapt and persevere in delivering impactful services.

• Progressive Thinking: Embracing new approaches, technologies, and methodologies to continuously improve service delivery.

Collaboration Style:

• Cross-functional Partnership: Highly collaborative, working closely with Product Designers, operational teams, and diverse stakeholders to co-create solutions.

• Empathetic Communication: Open, honest, and empathetic communication is essential, especially when working with sensitive user needs and operational challenges.

• Iterative Feedback Loop: A culture of continuous feedback, iteration, and learning from both successes and failures.

• Proactive Engagement: Actively seeking input and building relationships with operational teams to ensure designs are practical and well-received.

📝 Enhancement Note: The values of "Fairness," "Accessibility," and "Inclusion" are paramount and should be reflected in how candidates approach their work and articulate their experience. The collaborative style is crucial for success in this cross-functional role.

⚡ Challenges & Growth Opportunities

Challenges:

• Embedding Design into Operations: The primary challenge will be ensuring that designed services are effectively implemented, adopted, and sustained by operational teams, overcoming potential resistance to change or existing process inertia.

• Designing for Diverse Needs: Balancing the complex and often competing needs of various vulnerable or diverse customer groups while maintaining service efficiency and fairness.

• Navigating a Complex Organization: Working within a large, established organization with established processes and multiple stakeholder groups requires strong negotiation and influence skills.

• Measuring Impact: Quantifying the success of "Equity of Access" initiatives and demonstrating ROI for service design interventions can be challenging.

• Contract Duration: Working on a 12-month contract requires quick ramp-up and ability to deliver tangible results within a defined timeframe.

Learning & Development Opportunities:

• Specialized Expertise: Develop deep expertise in designing for accessibility and inclusion within the financial services sector.

• Operational Change Management: Gain hands-on experience in driving practical change within an operational environment.

• Cross-functional Collaboration: Enhance skills in collaborating with diverse teams, including product, operations, and policy.

• Emerging Technologies: Potential exposure to and application of AI-enabled design tools and other innovative technologies.

• Impactful Contribution: Contribute directly to AFCA's mission of ensuring fairness for Australians, providing a strong sense of purpose and professional satisfaction.

📝 Enhancement Note: Acknowledging these challenges upfront and preparing strategies to address them will be key for candidates. The growth opportunities highlight the potential for significant professional development despite the contract nature of the role.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you designed a service for a vulnerable or diverse user group. What were the key challenges, and how did you ensure accessibility and equity?" (Focus on empathy, research, design process, and outcomes)

• "How do you approach translating user insights and operational constraints into actionable service designs that can be embedded into daily operations?" (Emphasize bridging design and execution, collaboration with operations)

• "Walk us through your process for mapping a complex customer journey. How do you identify friction points, and what tools or methods do you use?" (Demonstrate structured thinking, visual communication, and analytical skills)

Company & Culture Questions:

• "What interests you most about AFCA's mission and the 'Equity of Access' program?" (Show genuine interest in the organization's purpose and the specific initiative)

• "How do you see your role contributing to AFCA's core value of 'Fairness'?" (Connect your design philosophy to the organization's values)

Portfolio Presentation Strategy:

• Tell a Story: Structure your case studies as narratives with a clear beginning (problem/challenge), middle (your process/solutions), and end (impact/outcomes).

• Showcase Your Process: Visually represent your journey mapping, service blueprints, user flows, and any research artifacts. Explain the rationale behind your design decisions at each stage.

• Highlight Collaboration: Point out where you collaborated with stakeholders, users, or operational teams, and what the outcome of that collaboration was.

• Quantify Impact: Use metrics to demonstrate the effectiveness of your designs. If direct metrics aren't available, use qualitative evidence and projected benefits.

• Be Ready for "What If": Anticipate questions about alternative approaches you considered or how you would adapt your solutions to different scenarios.

📝 Enhancement Note: Given AFCA's commitment to a human-centric approach and their emphasis on fairness, interviewers will likely probe deeply into your design process, your understanding of user needs (especially vulnerable ones), and your ability to drive practical change. Be prepared to discuss specific examples and demonstrate empathy.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on SmartRecruiters.

• Curate Your Resume: Ensure your resume highlights keywords such as "Service Design," "Journey Mapping," "Inclusive Design," "Accessible Design," "Agile Methodology," "Stakeholder Engagement," and "Operational Implementation." Tailor your experience descriptions to showcase achievements relevant to designing and embedding services.

• Prepare Your Portfolio: Select 2-3 key projects that best align with the role's requirements, focusing on equity of access, journey mapping, and operational integration. Ensure your portfolio is easily navigable and visually compelling.

• Research AFCA: Understand AFCA's mission, values, and recent work, particularly in relation to financial complaints and consumer fairness. Familiarize yourself with the "Equity of Access" program if possible.

• Practice Your Narrative: Be ready to articulate your design process, decision-making, and the impact of your work clearly and concisely, especially during a portfolio presentation. Practice answering common service design and behavioural interview questions.

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