The Australian Financial Complaints Authority (AFCA) has appointed Campbell Daff to the newly created position of Head of Membership Services.

AFCA CEO David Locke says Mr Daff has a strong background in managing and tailoring the membership experience and is an experienced leader who will ensure AFCA’s member engagement meets the needs of its 30,000-plus members.

Mr Daff brings a wealth of industry experience in relationship management, governance and operational transformation, Mr Locke said.

“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,” he said. “AFCA is passionate about using our data and intelligence to assist our members and consumers.”

Mr Daff comes from RACV, where he headed membership operations. He has also held roles at NAB, leading a customer transformation program in the Business Servicing Centre and specialising in customer advocacy within the customer strategy team.