Service Designer, Scams

📍 Job Overview

Job Title: Service Designer, Scams

Company: AFCA

Location: Melbourne, Victoria, Australia (with potential for Sydney, NSW)

Job Type: Contract

Category: Service Design / UX/UI Design (with a focus on Financial Services Operations)

Date Posted: 2026-08-28

Experience Level: 5-10 Years

Remote Status: Hybrid (2 days in office)

🚀 Role Summary

• Design and optimize end-to-end customer journeys specifically for scam-affected consumers and small businesses, ensuring accessibility and responsiveness.

• Integrate service design principles with UX/UI design capabilities to enhance digital touchpoints, from prevention through to reporting and resolution.

• Collaborate closely with Product Design, Customer Experience, and Scams teams to deliver coordinated, holistic service and interface improvements.

• Translate complex user insights into practical, implementable service changes and embed them into operational workflows for sustainable impact.

📝 Enhancement Note: This role is positioned within a financial ombudsman service, implying a need for deep understanding of user vulnerability, trust, and the regulatory environment. The emphasis on "scams" and "vulnerable customers" suggests a focus on user-centric design within a sensitive and high-stakes operational context. The hybrid nature and contract duration are key practical considerations.

📈 Primary Responsibilities

• Map and meticulously design comprehensive end-to-end customer journeys for individuals and small businesses impacted by scams, covering prevention, reporting, and resolution phases.

• Proactively identify and analyze barriers across all customer engagement channels, with a critical focus on moments of heightened urgency, vulnerability, and trust erosion.

• Develop and propose practical service improvements, including targeted digital UX/UI enhancements, to address identified journey pain points and enhance user experience.

• Translate qualitative and quantitative user research insights into actionable service and interface design specifications that can be implemented by development and operational teams.

• Contribute directly to the visual and interaction design of specific scams-related digital touchpoints, ensuring consistency and usability.

• Collaborate with operational teams to embed designed support options and improved processes directly into existing workflows, ensuring seamless service delivery.

• Ensure a consistent and cohesive customer experience across all channels and touchpoints, paying close attention to digital UI consistency and brand alignment.

• Partner effectively with Product Designers and other UX/UI resources to ensure seamless integration and alignment between service design strategy and digital design execution.

📝 Enhancement Note: The responsibilities highlight a dual focus on strategic service design (journey mapping, process improvement) and tactical UX/UI execution (wireframing, visual design). The emphasis on "connecting design with operational execution" and "embedding support options into operational workflows" is crucial for candidates to demonstrate an understanding of how design translates into tangible operational improvements within a complex organization.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong portfolio and demonstrable experience in service design, UX/UI, and related fields are paramount. Continuous learning and professional development in design methodologies are highly valued.

Experience: A minimum of 5-10 years of progressive experience in service design, UX/UI design, or a closely related field, with a significant portion spent in complex service environments.

Required Skills:

• Exceptional service design and end-to-end customer journey mapping capabilities.

• Working proficiency in UX/UI design, including wireframing, prototyping, and visual design, with a demonstrable ability to contribute to digital design execution.

• Proven ability to connect strategic design concepts with practical operational execution and implementation.

• Comfort and experience working within iterative, agile delivery models and collaborating effectively across multiple cross-functional teams.

• Demonstrated experience in designing for complex service environments, with a strong preference for candidates with experience in scams, fraud, or vulnerable-customer contexts.

• Strong facilitation skills for workshops, user research, and stakeholder engagement.

• Proficiency in accessible and inclusive design principles and practices.

• Excellent communication, collaboration, and stakeholder management skills, with the ability to influence and align diverse groups. Preferred Skills:

• Experience with AI-assisted design tools and an openness to experimenting with emerging technologies in digital experience delivery.

• Familiarity with the financial services industry or regulatory bodies like an ombudsman service.

• Experience in a not-for-profit or public sector organization.

📝 Enhancement Note: The requirement for "working proficiency in UX/UI design" indicates this is not purely a strategic service design role; candidates must be hands-on with design tools. The emphasis on "connecting design with operational execution" and "embedding support options into operational workflows" is critical for candidates to highlight in their applications and portfolios.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate end-to-end customer journey mapping projects, clearly illustrating the process from research to implemented solutions, with a focus on problem identification and strategic design.

• Showcase examples of UX/UI design work, including wireframes, prototypes, and final visual designs, specifically highlighting contributions to digital touchpoints and interface improvements.

• Include case studies that clearly articulate how design solutions were connected to and integrated with operational processes and systems.

• Present projects that emphasize the design for vulnerable customers or sensitive contexts, illustrating how accessibility and inclusivity were prioritized.

• Provide evidence of iterative design processes and collaboration within agile environments, showcasing adaptability and efficiency. Process Documentation:

• Detail workflows for conducting service design research, including user interviews, journey mapping workshops, and competitive analysis, with a focus on identifying pain points and opportunities.

• Illustrate processes for translating design concepts into actionable specifications for development and operational teams, ensuring clarity and alignment.

• Showcase methodologies for measuring the impact of service and UX/UI design changes on customer experience, operational efficiency, and business outcomes.

📝 Enhancement Note: Given the dual nature of the role (service design + UX/UI), the portfolio should reflect both strategic journey mapping and tactical design execution. Candidates should be prepared to discuss how their designs integrate with existing systems and operational realities, demonstrating a practical, implementation-focused approach.

💵 Compensation & Benefits

Salary Range: As this is a contract role and specific salary is not provided, a competitive rate for a Service Designer with 5-10 years of experience in Melbourne, Australia, focusing on UX/UI and operational integration, would typically range from AUD $120,000 to $170,000 per annum (pro-rata for the contract duration). This range accounts for the specialized skills in service design, UX/UI, and the complexity of working within a financial ombudsman context.

Benefits:

• Hybrid Working Model: Flexible arrangements allowing for 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.

• Family Friendly Workplace Accreditation: Support for work-life balance and inclusivity.

• Gold AWEI Accreditation 2025: Recognition for LGBTQ+ workplace inclusion.

• Professional Development: Opportunities to deepen expertise and experiment with emerging technologies, including AI-assisted design tools.

• Impactful Work: Opportunity to make a tangible difference by improving services for scam-affected consumers.

Working Hours: Standard full-time hours are assumed (approximately 40 hours per week), with flexibility offered within the hybrid work arrangement.

📝 Enhancement Note: The salary estimate is based on industry benchmarks for experienced Service Designers/UX/UI professionals in major Australian cities, considering the specialized nature of the role and the sector. The benefits package is particularly strong in its focus on inclusivity and work-life balance, which are attractive selling points for operations and design professionals.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services / Dispute Resolution (Ombudsman Service)

Company Size: Over 1600 dedicated professionals, indicating a large, established organization with complex operational structures.

Founded: Established in 2018, AFCA is a relatively young but rapidly growing organization, suggesting a blend of established processes with a drive for continuous improvement and adaptation.

Team Structure:

• The role likely sits within a broader Customer Experience, Product Design, or Operations division, collaborating with specialized teams focused on Scams, Product, and UX/UI.

• Reporting structure will likely involve a Service Design Lead, Head of CX, or Product Manager, with strong dotted-line reporting or close collaboration with Scams and Operations stakeholders.

• Cross-functional collaboration is a core expectation, requiring seamless integration with Product Designers, UX/UI specialists, operational teams, policy advisors, and potentially legal or compliance functions. Methodology:

• Data-Driven Insights: AFCA relies on complaint data and user research to identify systemic issues and drive improvements, suggesting a data-informed approach to service design.

• Iterative Design & Agile Delivery: The role operates within agile delivery models, emphasizing continuous improvement, rapid prototyping, and feedback loops.

• Human-Centred Design: A strong focus on fairness, accessibility, and inclusivity for vulnerable consumers dictates a human-centred approach to all service design and UX/UI efforts.

Company Website: afca.com.au

📝 Enhancement Note: AFCA's mission as an independent ombudsman for financial disputes, particularly with a focus on scams, implies a culture that values fairness, integrity, and a commitment to helping vulnerable individuals. The organization's size and recent establishment suggest a dynamic environment where process improvement and service design are critical for scaling and maintaining quality.

📈 Career & Growth Analysis

Operations Career Level: This role is for an experienced individual contributor, likely mid-to-senior level within the Service Design and UX/UI discipline. It requires a blend of strategic thinking (service design) and tactical execution (UX/UI), making it a valuable stepping stone for those looking to specialize in user-centric design within regulated industries or complex operational environments.

Reporting Structure: The Service Designer will report to a manager within a design or customer experience function, but will work extensively with cross-functional teams, including Scams operations, product management, and potentially business analysts. This matrixed reporting encourages broad exposure.

Operations Impact: The Service Designer's work directly impacts AFCA's ability to effectively and fairly resolve complaints for scam-affected consumers. By improving customer journeys and digital touchpoints, this role contributes to increased customer satisfaction, operational efficiency, and the overall trust in AFCA's services. It plays a key role in mitigating the negative impact of scams on individuals and businesses.

Growth Opportunities:

• Specialization: Deepen expertise in designing for vulnerable users, fraud, and financial dispute resolution within a leading Australian organization.

• Skill Expansion: Develop advanced UX/UI skills through collaboration and potential exposure to AI-assisted design tools.

• Leadership Potential: Opportunity to lead design initiatives within specific projects and mentor junior designers, paving a path towards Senior Designer or Design Lead roles.

• Cross-Functional Experience: Gain significant experience collaborating with diverse operational and business units, enhancing strategic influence and project management capabilities.

📝 Enhancement Note: The role offers a unique opportunity to apply design skills in a high-impact, mission-driven environment. Growth potential lies in specializing within the financial services sector's operational and customer experience challenges, particularly those involving fraud and vulnerable populations.

🌐 Work Environment

Office Type: Hybrid working model, with modern offices designed for collaboration and wellbeing. This suggests a contemporary workspace that balances individual focus with team interaction.

Office Location(s): Primary location is Melbourne, Victoria, with potential for work related to Sydney, NSW. Candidates should be prepared for hybrid work, involving approximately two days per week in the specified office locations.

Workspace Context:

• Collaborative Environment: Offices are designed to foster collaboration, encouraging interaction with colleagues from various departments, which is essential for service design.

• Tools & Technology: Access to modern design and collaboration tools will be standard, including software for wireframing, prototyping, journey mapping, and project management. The mention of AI-assisted design tools suggests an innovative tech stack.

• Team Interaction: Opportunities for regular face-to-face interaction with design peers, product managers, operational stakeholders, and potentially senior leadership, facilitating knowledge sharing and efficient problem-solving.

Work Schedule: A standard full-time work schedule is expected, with flexibility inherent in the hybrid arrangement. This allows for focused work periods at home and collaborative sessions in the office, aligning with the demands of iterative design and operational integration.

📝 Enhancement Note: The hybrid model is a key feature, requiring candidates to be comfortable with a blend of remote and in-office work. The emphasis on collaborative office design is important for roles that require extensive stakeholder engagement and workshop facilitation.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Application review and potential brief phone screen to assess core qualifications and interest.

• Portfolio Review & Presentation: A key stage where candidates will present their portfolio, focusing on relevant case studies that demonstrate service design, UX/UI, journey mapping, and operational integration capabilities. Expect to discuss specific contributions, design decisions, and outcomes.

• Skills-Based Interview/Workshop: This may involve a practical exercise or a deeper dive into specific design challenges, assessing problem-solving skills, facilitation abilities, and understanding of accessible/inclusive design.

• Stakeholder Interviews: Meetings with key stakeholders from Product, CX, Scams, and Operations teams to assess collaboration style, communication skills, and cultural fit within AFCA's values.

• Final Interview: Typically with a hiring manager or senior leader to discuss overall fit, career aspirations, and confirm mutual interest.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 projects that best showcase your end-to-end service design and UX/UI capabilities, with a strong emphasis on projects involving complex services, vulnerable users, or operational integration.

• Structure for Impact: For each project, clearly articulate the problem statement, your role and responsibilities, the process followed (research, ideation, design, testing, implementation), key design decisions, challenges overcome, and measurable outcomes (e.g., improved user satisfaction, operational efficiency, reduced friction).

• Highlight Operational Linkages: Explicitly demonstrate how your designs were integrated into or influenced operational workflows and systems. Use diagrams or case study narratives to show this connection.

• Showcase Vulnerability & Inclusivity: If possible, include examples that demonstrate your approach to designing for vulnerable customers and ensuring accessibility, aligning with AFCA's mission.

• Be Prepared for Questions: Anticipate questions about your design process, how you handle conflicting stakeholder feedback, how you measure success, and your experience with agile methodologies.

Challenge Preparation:

• Understand the Context: Research AFCA, its mission, and the challenges faced by scam victims. Familiarize yourself with common scam types and their impact.

• Service Design Thinking: Be ready to discuss how you would approach designing or improving a service for a specific user group under pressure. Consider prevention, reporting, and resolution stages.

• UX/UI Principles: Prepare to discuss best practices in UI design, accessibility standards (WCAG), and how to create intuitive digital interfaces for potentially stressed users.

• Stakeholder Management: Practice articulating your design rationale clearly and concisely, and be ready to discuss how you would gain buy-in from diverse stakeholders.

📝 Enhancement Note: The interview process strongly emphasizes practical application and collaboration. Candidates must be prepared to not only present their work but also discuss their thought process, their ability to integrate design with operations, and their understanding of AFCA's mission. The portfolio is critical.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Journey Mapping: Tools such as Miro, Mural, Lucidchart, Figma (for collaborative mapping), or specialized journey mapping software.

• UX/UI Design: Figma (highly probable, given industry trends and collaborative needs), Sketch, Adobe XD, InVision for wireframing, prototyping, and visual design.

• Prototyping: Figma, InVision, Adobe XD, or similar tools for creating interactive prototypes.

Analytics & Reporting:

• Experience with analytics platforms (e.g., Google Analytics, Amplitude, Pendo) to understand user behavior on digital touchpoints.

• Familiarity with customer feedback tools and survey platforms for gathering insights on service effectiveness.

• Ability to interpret data to inform design decisions and measure impact. CRM & Automation:

• While not a direct CRM role, understanding how design integrates with CRM systems (e.g., Salesforce) or workflow automation tools used by operations will be beneficial.

• Familiarity with ticketing systems or case management software used in customer service and dispute resolution environments.

📝 Enhancement Note: Proficiency in Figma is likely a key requirement given its widespread adoption for collaborative design and prototyping. Candidates should also be comfortable using collaboration platforms like Miro/Mural for service design workshops and have an understanding of how their design outputs feed into operational systems.

👥 Team Culture & Values

Operations Values:

• Fairness: Central to AFCA's mission, this value underpins all decision-making and service delivery, requiring a design approach that prioritizes equity and impartiality.

• Integrity: Upholding high ethical standards in all interactions and design solutions, especially when dealing with sensitive financial matters and vulnerable individuals.

• Accountability: Taking ownership of design outcomes and their impact on customers and the organization, ensuring designs are robust and well-implemented.

• Resilience: Adapting to evolving challenges and complex user needs, particularly in the context of scams and financial distress.

• Progressive Thinking: Embracing innovation and new technologies (like AI-assisted design) to continuously improve service delivery and customer experience.

Collaboration Style:

• Cross-functional Integration: A highly collaborative style is essential, working closely with product managers, engineers, operations teams, and subject matter experts to co-create solutions.

• Empathetic Communication: The ability to communicate design rationale and user needs empathetically to stakeholders from diverse backgrounds, fostering understanding and buy-in.

• Constructive Feedback: A culture that encourages open, constructive feedback on design work to drive continuous improvement and ensure solutions meet user and business needs.

• User-Centricity: A shared commitment to placing the user (especially vulnerable consumers) at the center of all design and operational decisions.

📝 Enhancement Note: AFCA's stated values of fairness, integrity, and resilience are directly relevant to the role. Candidates should demonstrate how their design approach aligns with these values, particularly in the context of assisting scam victims. The collaborative style required is typical of modern GTM and operations teams.

⚡ Challenges & Growth Opportunities

Challenges:

• Designing for Vulnerability & Urgency: Creating effective and empathetic experiences for individuals in heightened states of distress due to scams requires careful consideration of accessibility, trust, and emotional design.

• Integrating Design with Complex Operations: Bridging the gap between strategic design concepts and the practicalities of existing operational workflows and legacy systems can be challenging.

• Balancing Multiple Stakeholder Needs: Aligning the needs of scam victims, internal operational teams, and organizational objectives requires strong negotiation and communication skills.

• Rapidly Evolving Scam Landscape: Staying abreast of new scam tactics and technologies to ensure design solutions remain relevant and effective.

Learning & Development Opportunities:

• Specialized Domain Knowledge: Gain deep expertise in financial crime, fraud prevention, and dispute resolution within the Australian regulatory framework.

• Advanced Design Skills: Opportunities to hone UX/UI skills, particularly in areas like emotional design, accessibility, and potentially working with AI-driven design tools.

• Cross-Disciplinary Exposure: Work with a wide range of teams, including legal, compliance, and front-line operations, broadening understanding of organizational dynamics.

• Impactful Project Leadership: Lead design initiatives on critical projects that directly contribute to consumer protection and AFCA's mission.

📝 Enhancement Note: The primary challenge will be designing for users in highly sensitive and potentially compromised emotional states. Growth opportunities are significant for those interested in specializing in user-centric design within the financial services sector, particularly in areas of consumer protection and fraud.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you designed a customer journey for a highly vulnerable user group. What were the key considerations, challenges, and outcomes?" (Focus on empathy, accessibility, and measurable impact.)

• "How do you ensure your service design concepts are effectively translated into implementable operational workflows and digital interfaces?" (Highlight your process for bridging design and execution, collaboration with ops/dev teams.)

• "Walk us through a complex customer journey you mapped and improved. What tools did you use, what insights did you uncover, and what was the impact?" (Prepare a detailed case study from your portfolio.) Company & Culture Questions:

• "What interests you about AFCA's mission, particularly our work with scam-affected consumers?" (Research AFCA's values, recent reports, and mission statement.)

• "How do you approach designing for fairness and inclusivity in practice?" (Connect your design philosophy to AFCA's core values.)

• "Describe your experience working in hybrid or agile environments. How do you maintain collaboration and productivity?" (Emphasize your communication and adaptability.) Portfolio Presentation Strategy:

• Focus on Process: Clearly articulate your methodology for each project – research, ideation, design, testing, and implementation.

• Showcase Impact: Quantify results where possible (e.g., increased reporting rates, reduced customer effort, improved satisfaction scores). If quantitative data is unavailable, focus on qualitative impact and user feedback.

• Highlight Operational Integration: Explicitly explain how your designs were embedded into AFCA's systems and processes. Use visual aids if possible.

• Emphasize Collaboration: Discuss how you worked with stakeholders, other designers, and operational teams to achieve project goals.

• Be Ready for Deep Dives: Anticipate questions about specific design decisions, alternative solutions considered, and your approach to user testing and feedback.

📝 Enhancement Note: The interview process will heavily rely on the candidate's portfolio and their ability to articulate their process, impact, and collaboration skills, especially in the context of vulnerable users and operational integration within a mission-driven organization.

📌 Application Steps

To apply for this Service Designer position:

• Submit your application through the SmartRecruiters portal.

• Portfolio Customization: Tailor your resume and cover letter to highlight your experience in service design, UX/UI, journey mapping, and specifically your work with vulnerable customers or in complex service environments. Prioritize projects that demonstrate operational integration.

• Resume Optimization: Ensure your resume clearly lists your proficiency in key design tools (Figma, Miro, etc.) and your experience with agile methodologies and stakeholder management. Quantify achievements where possible.

• Portfolio Preparation: Prepare your portfolio to showcase 2-3 strong case studies that align with the role's requirements. Be ready to present your process, design rationale, and outcomes, with a focus on the connection between design and operational execution.

• Company Research: Thoroughly research AFCA, its mission, values, and the challenges it addresses. Understand the importance of fairness, inclusivity, and supporting scam victims.

⚠️ 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.