Total 2 job vacancies by AFCA

In this newly created position, The Senior Manager, Customer Experience plays a critical role supporting the development and delivery of AFCA’s Customer Experience strategy. The Senior Manager will develop and drive our Customer Experience strategy whilst leading our current Member & Customer Experience team members. This is a newly created opportunity and exciting chance to have a real impact on our Customer Experience journey at AFCA.

Working closely with the Head of Membership Services, this role will support the creation and successful delivery of operational excellence customer experience best practice. The role will lead a team of skilled customer experience professionals and support teams by leading the development of the customer experience framework for consumers and members. The Senior Manager role will identify, support and drive process recommendations, end to end reviews and support AFCA to identify opportunities for improvement always with a focus of best practice customer experience.

Typically, in this role you will:

• Lead the development of the Customer Experience Strategy at AFCA
• Develop, facilitate and collate Consumer and Member research and feedback activities including surveys, focus groups, and other voice of customer inputs.
• Use this data to inform best practice and prioritisation of activities across AFCA, working closely with Operational Excellence, Operational Delivery, Rules and Decision makers
• Work closely with external stakeholders, industry groups and regulators
• Create and execute a body of work to drive customer excellence, being data driven, curious and focused on what it means to provide customer experience best practice
• Create and maintain a calendar of events for member engagement, including forums, webinars, roadshows
• Lead the content development for consumer and member engagements as above, plus newsletters and other communications
• Project management and coordination that is required to seamlessly deliver these engagements
• Change management with members and internal stakeholders helping drive execution of suggested recommendations
• Build and maintain strong relationships with operational teams and work closely with an aligned approach to building value for our customers

A rare and exciting chance to Join AFCA's technology team as the Business Analyst and be pivotal in setting out the requirements for the Scams Prevention Framework. The Business Analyst will drive the end-to-end requirements gathering, documentation and other related project activities to support both the CRM solution and broader IT initiatives.

This role will act as a conduit between business and technology stakeholders across project streams, ensuring that requirements are captured, developed and validated through to acceptance and implementation. Partner with key project stakeholders including AFCA IT and external vendors to identify and implement solutions required to enable AFCA to operate efficiently, effectively, and economically.

Please note, the scope of this position is initially for 12 months.

Typically, in this role you will:

• Elicit and critically evaluate requirements using interviews, document analysis, requirements workshops, surveys, business process descriptions, use case scenarios, task and workflow analysis.
• Interpret customer business needs and translate them into application and operational requirements specifications.
• Create and maintain thorough documentation and artefacts as required (business requirements, use cases, GUI, screen and interface designs), requirements trackability.
• Collaborate with developers and subject matter experts to establish the technical vision and analyse trade-offs between usability and performance needs, and manage stakeholder expectations and conflicts accordingly.
• Act as liaison between the business units, technology teams and project teams.
• Participate in Agile project ceremonies including daily stand-ups, story time, showcases and retrospectives.
• Support the development of test plans/scenarios to ensure successful delivery of a project.
• Create system documentation, business processes, rules and logic.