Campbell Daff will step into the newly created position, heading up AFCA’s membership team to deliver the ombudsman’s “new vision” for membership services within the operational excellence portfolio.
“Campbell has a strong background in managing and tailoring the membership experience,” said AFCA chief executive and chief ombudsman David Locke. “He brings a wealth of industry experience in relationship management, governance and operational transformation.”
Mr Daff was the head of membership operations at RACV, where he led the organisation’s membership fulfilment functions, and has also held roles at NAB, where he led a “significant” customer transformation program for the bank’s business servicing centre. He also 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,” Mr Locke said.
“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.”
