Senior Delivery Lead, DXP

Fairness feels good

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.

At AFCA, delivering fairness for Australians depends on great digital experiences. As Senior Delivery Lead, you’ll play a pivotal role in transforming how our customers and stakeholders experience our services.

This role is accountable for the end‑to‑end delivery of our Digital Experience Platform (DXP) including website re‑platforming, digital applications and customer journey uplift. You’ll bring together strategy, delivery and change, ensuring initiatives deliver measurable customer, business and regulatory outcomes in a complex, fast‑paced and highly regulated environment. This is a 2 year max-term contract. 

What you’ll do

• Lead the full delivery of the DXP transformation, including website re‑platforming and digital applications
• Translate strategy and customer experience objectives into clear delivery plans, roadmaps and outcomes
• Establish and lead scaled agile (SAFe) delivery structures aligned to enterprise governance and risk requirements
• Own delivery across digital channels, content, integration, data and platform enablement
• Act as the key integrator between business leaders, experience design, technology teams and delivery partners
• Manage delivery risk, dependencies, budgets and benefits across a complex, multi‑stream program
• Lead cross‑functional internal teams and external vendors to deliver outcomes with pace and quality
• Provide clear, confident reporting and assurance to executives and governance forums
• Act as a change leader, supporting adoption, capability uplift and modern ways of working
• Embed a culture of continuous improvement and customer‑centred delivery

What you'll bring: 

• Senior delivery leadership with significant experience leading complex, technology‑enabled transformation
• Proven track record delivering large‑scale digital platform and customer experience transformations
• Strong enterprise transformation background, with experience beyond traditional project management
• Deep experience delivering at scale using Agile and SAFe ways of working
• Comfortable working in regulated or complex environments, with financial services or digital‑first experience highly regarded
• Experienced in blended delivery models, partnering with internal teams, vendors and system integrators
• Hands‑on leader able to move seamlessly between strategic oversight and on‑the‑ground execution
• Confident traversing business process change, customer experience and technical delivery end‑to‑end
• Highly effective stakeholder manager, able to influence senior leaders and navigate complexity
• Brings strong commercial judgement, risk awareness and dependency management capability
• Clear communicator who simplifies complexity and builds trust across business and technology
• A resilient, outcome‑focused change leader with a growth mindset who brings people through transformation, not just platforms

What's on offer

• BOSS Best Places to Work 2024 –credited for its culture, engagement and flexible working arrangements. 
• Most Inclusive Workplace 2024 – Australian HR Institute (AHRI) Awards. 
• Employer of Choice Public Sector and NFP – Australian HR Awards 2023 
• Bronze AWEI Accreditation 2024 – Recognised for LGBTQ+ workplace inclusion. 
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity. 
• Hybrid working – Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing. 
• Inclusive leave options – Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women’s health leave, and paid time off over Christmas. 
• Financial benefits – Not-for-profit salary packaging to boost take-home pay. 
• Locations – A team of over 1,500 dedicated professionals based in modern Melbourne and Sydney CBD offices. 

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 [email protected]. 

We believe fairness starts with people. That’s why we don’t 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. 

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