The Australian Financial Complaints Authority (AFCA) is pleased to announce the appointment of Mr. Campbell Daff to the newly created position of Head of Membership Services.
Mr. Daff will lead AFCA’s membership team to manage and deliver the ombudsman’s new vision for membership services within the Operational Excellence portfolio.
AFCA Chief Executive Officer and Chief Ombudsman David Locke welcomed the appointment, commending Mr. Daff’s significant experience in the design and delivery of membership value and service propositions.
“Campbell has a strong background in managing and tailoring the membership experience. He brings a wealth of industry experience in relationship management, governance and operational transformation.”
Prior to joining AFCA, Mr. Daff was the Head of Membership Operations at RACV where he built and led the organisation’s membership fulfilment functions. He has also held roles at NAB, where he led a significant customer transformation program for the bank’s Business Servicing Centre and worked with the Customer Strategy team specialising in customer advocacy and Net Promoter Scores.
“Campbell is an experienced leader whose expertise will assist AFCA in ensuring that our member engagement is meeting the needs of our more than 30,000 members from across Australia’s financial industry.
“We know that now, more than ever, our members want additional support and guidance on how they can effectively resolve complaints and minimise the issues that give rise to complaints in the first place. AFCA is passionate about using our data and intelligence to assist our members and consumers.” Mr. Locke continued.
