Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

Job Description

Help us build technical excellence and capability across AFCA’s case handling teams!

We’re seeking a Senior Culture and Capability Consultant to design, deliver, and embed capability uplift initiatives that ensure our people have the technical, procedural, and core skills to deliver exceptional dispute resolution services. This role is pivotal in driving onboarding, technical mastery, and continuous improvement programs aligned with AFCA’s strategic objectives and culture.

This role will join a newly formed team committed to a centralised approach on capability uplift among our case workers. We are looking for someone who deeply understands the ‘art of learning’, and isn’t afraid to show us a new way forward.

What you’ll do:

Lead enterprise-wide learning needs analysis and design solutions to close capability gaps.
Create interactive, inclusive, and impactful learning programs using tools like Articulate 360.
Partner with leaders and SMEs to deliver fit-for-purpose solutions aligned with AFCA’s strategic goals.
Apply data-driven insights and emerging tech (including AI) to enhance learning effectiveness.
Review and optimise existing programs for relevance, retention, and productivity gains.
Manage end-to-end instructional design projects and continuously improve learning outcomes.

Qualifications

What you’ll bring:

Significant experience in learning and development, with a strong focus on instructional design and digital learning.
Expertise in learning needs analysis and identifying capability gaps.
Strong understanding and application of adult learning principles in workplace learning.
Demonstrated experience designing eLearning modules using tools such as Articulate 360, Captivate, or similar.
Proficiency in Learning Management Systems (LMS) and eLearning authoring tools.
Ability to build interactivity and engagement into digital learning environments (e.g., scenarios, simulations, gamification).
Strong stakeholder engagement, negotiation, and communication skills.
Ability to manage multiple projects and deliver outcomes within agreed timelines.
A continuous improvement mindset and passion for innovative learning solutions, including leveraging AI.
Experience in evaluating learning effectiveness using data and ROI measures.
Knowledge of accessibility and inclusivity best practices in learning design.

Additional Information

To apply

If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply—even if you don’t 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 Careers@afca.org.au.

AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.