Design services that make fairness accessible to everyone.At the Australian Financial Complaints Authority (AFCA), we exist for one reason: to ensure Australians are treated fairly when it matters most. But fairness only works if it’s accessible.That’s where you come in.This is a unique opportunity for a Service Designer to play a pivotal role in AFCA’s Equity of Access (EoA) program, designing services that are inclusive, accessible, and responsive to the diverse needs of our community.Working as part of a cross-functional delivery unit alongside Product Design and Customer Experience, you’ll help reimagine how people navigate AFCA reducing effort, removing barriers, and ensuring people don’t have to retell their story to be heard.You’ll focus on designing tailored service pathways that respond to different needs and circumstances, rather than a single, standardised experience. Your work will span people, process and touchpoints, helping ensure services can adapt to the individuals using them.You’ll work in short, iterative cycles, rapidly testing and embedding improvements into day-to-day operations, ensuring that great design translates into real-world impact.What you’ll be doingDesign end-to-end customer journeys that reduce friction, duplication and effortIdentify and remove barriers across channels, particularly for vulnerable or diverse customer groupsTranslate insights into practical service changes that can be embedded into operationsEmbed inclusive and accessible design into AFCA’s services and workflowsPartner closely with Product Designers to ensure alignment between digital and service experienceChampion consistency across touchpoints and channelsFacilitate workshops and co-design sessions with stakeholders and user groupsWork hands-on with operational teams to ensure solutions land and are sustainedThis is initially a 12-month contract role. 
