Customer Experience Manager, Equity of Access
About the job
The Customer Experience Manager, Equity of Access at AFCA is a pivotal job focused on designing inclusive and equitable pathways for individuals interacting with the organisation. By understanding diverse needs and leading a small, cross-functional team, this job aims to create meaningful change and improve outcomes for those facing barriers. Collaboration and stakeholder engagement are key, as the team works together to embed sustainable improvements across AFCA.
You'll be responsible for
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Leading CX initiatives
Lead CX initiatives that improve equity of access across AFCA’s services.🛤️
Designing tailored pathways
Design and deliver tailored pathways that respond to different needs, rather than a single, standardised journey.🛠️
Embedding inclusive practices
Embed inclusive practices into CX frameworks, tools, and operational processes.Key criteria
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Proven customer experience leadership
Demonstrated experience leading CX initiatives in complex environments.View
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Exceptional stakeholder engagement skills
Strong ability to influence and align diverse stakeholders.View
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Understanding of accessibility and inclusion
Knowledge of needs for individuals facing vulnerabilities.View
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