Deborah Jenkins is the inaugural Chief Customer Officer at the Australian Financial Complaints Authority (AFCA). In this role, she is responsible for strengthening a customer focused culture and service excellence across AFCA, supporting fair, independent and effective outcomes for consumers and small businesses. Deborah leads AFCA’s customer facing operations, including contact centre and dispute resolution teams, ensuring services are accessible, consistent and responsive to the needs of people using AFCA’s service. She is focused on delivering high-quality experiences that build trust and confidence in AFCA’s role as an independent ombudsman.
Her career spans senior leadership roles across the Australian Public Service and the private sector in Australia and internationally. Most recently, Deborah held senior APS leadership positions at the Department of Employment and Workplace Relations, the Australian Taxation Office, and the Australian Charities and Not-for-profits Commission. Prior to this, she was a partner at KPMG, with domestic and international leadership roles across Australia, New Zealand, Asia Pacific and Europe. Deborah began her career in Aotearoa New Zealand, working in both the public and private sectors.
Deborah is passionate about designing services that are fair, inclusive and easy to navigate. She values clear communication, collaboration and respectful engagement, and is committed to building inclusive teams that reflect the communities AFCA serves. She is known for her authentic and engaging leadership style, and for putting people at the centre of service delivery.