We are looking for a Customer Experience Manager, Equity of Access to help us design more inclusive, accessible and equitable pathways for people who interact with AFCA, particularly those who may face barriers or be in vulnerable circumstances.This role is focused on understanding and responding to diverse needs, not designing a single experience for all. You’ll lead work that ensures our services can adapt to people’s situations, capabilities and preferences, so they can engage with us in a way that works for them.This role sits across people, process and systems, shaping how equitable access is designed and delivered across the organisation. It connects Customer Experience, Service Design and Product Design with operational teams to drive practical, sustainable improvements that are embedded into how AFCA works, not just how it designs.You’ll work as part of a small, cross-functional Equity of Access (EoA) squad, with a Service Designer and Product Designer reporting to you. While you’ll directly lead these roles, you’ll also work closely with teams across the organisation to influence and embed change at scale.With two direct reports and strong stakeholder engagement across the organisation, this role combines strategy, delivery and leadership. It’s suited to a CX leader who is motivated by improving outcomes for people and turning insight into meaningful change.What you’ll be responsible forLead CX initiatives that improve equity of access across AFCA’s servicesDesign and deliver tailored pathways that respond to different needs, rather than a single, standardised journeyTranslate customer insight, lived experience and feedback into practical changes across people, process and systemsLead and support a small multidisciplinary team to deliver iterative end to end improvements.Embed inclusive practices into CX frameworks, tools and operational processesInfluence and align stakeholders across business units, operational teams and leadershipSupport governance, reporting and performance tracking across EoA initiativesBuild organisational capability in accessibility, inclusion and customer-centric thinking
