Service Designer, Equity of Access

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 its where you come in.

This is a unique opportunity for a Service Designer to play a pivotal role in AFCAs 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 youll help reimagine how people navigate AFCA reducing effort removing barriers and ensuring people dont have to retell their story to be heard.

Youll 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.

Youll 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 youll be doing

• Design end-to-end customer journeys that reduce friction duplication and effort
• Identify and remove barriers across channels particularly for vulnerable or diverse customer groups
• Translate insights into practical service changes that can be embedded into operations
• Embed inclusive and accessible design into AFCAs services and workflows
• Partner closely with Product Designers to ensure alignment between digital and service experience
• Champion consistency across touchpoints and channels
• Facilitate workshops and co-design sessions with stakeholders and user groups
• Work hands-on with operational teams to ensure solutions land and are sustained

This is initially a 12-month contract role. 

Qualifications :

What youll bring

• Strong service design capability with proven journey mapping experience
• Ability to bridge design and execution  turning insight into operational reality
• Experience working in complex multi-stakeholder environments
• Confidence working in agile or iterative delivery models
• Understanding of inclusive and accessible design and the needs of people who may experience barriers
• Excellent facilitation communication and stakeholder engagement skills
• Curiosity and openness to emerging technologies including AI-enabled design tools

Additional Information :

• Silver AWEI Accreditation 2025 Recognised for LGBTQ workplace inclusion.
• Accredited Family Friendly Workplace Supporting work-life balance and inclusivity.
• Hybrid working Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing.
• Additional and inclusive leave options Flexible public holidays gender affirmation leave womens health leave and bonus paid time off over the end of year holiday period.

To apply

If youre passionate about fairness and believe your skills align with this role we encourage you to apply even if you dont meet every single criterion.

We welcome applications from people of all backgrounds cultures abilities sexual orientations and gender identities. If you require any accessibility support during the recruitment process please reach out to our team at

We believe fairness starts with people. Thats why we dont use AI or automated tools to screen candidates. As a result our processes may take a little longer and we thank you for your patience.

About AFCA

The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018 AFCA has received more than 634000 complaints helping to secure $2.1 billion in compensation for consumers. 

AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.

Remote Work :

No

Employment Type :

Full-time