Fraud Customer Experience Lead

Key Responsibilities

• Build strong, trusted relationships across fraud, operations, product, technology, and customer facing teams
• Act as a connector across teams to align priorities, remove barriers, and drive shared outcomes
• Represent and advocate for the customer perspective in decision making, ensuring the customer is consistently “in the room”
• Influence decisions by bringing forward clear insights, customer impact, and practical recommendations
• Support leadership forums by preparing materials, summarizing progress, and highlighting risks and opportunities
• Maintain an ongoing discovery approach to identify friction points across the end-to-end fraud journey
• Build on existing research by continuously gathering new insights from customers, employees, data, and industry trends
• Proactively identify emerging needs, risks, and opportunities as the fraud landscape evolves
• Translate insights into clear, actionable opportunities for improvement
• Ensure discovery is a consistent input into priorities and decision making
• Partner with teams to turn identified opportunities into actionable plans and support execution
• Take ownership of moving work forward, including coordination, facilitation, problem solving, and follow through
• Track progress across initiatives and hold partners accountable to commitments
• Identify and resolve blockers quickly; do not accept “no” without exploring alternative paths
• Work with lines of business to develop multiple viable solutions when challenges arise and lead execution to achieve outcomes
• Improve The Fraud Customer Experience
• Partner with teams to design and implement practical improvements that address key pain points
• Ensure improvements are adopted, sustained, and scaled where appropriate
• Balance speed and quality to deliver meaningful outcomes quickly
• Coordinate Across a Complex Environment
• Align work across multiple teams to ensure efforts are coordinated and focused on the highest impact areas
• Support prioritization by connecting discovery insights to business goals
• Establish simple, clear ways of working that improve coordination and transparency
• Insights and Continuous Improvement
• Use data, trends, and feedback to monitor outcomes and refine approaches
• Stay informed on evolving fraud trends, customer expectations, and industry practices
• Continuously assess what is working and adjust to improve results
• Risk and Governance
• Ensure work aligns with risk, compliance, and regulatory expectations
• Identify and escalate risks or issues as needed
• Support documentation and controls related to fraud initiatives

  Requirements

  • Bachelor’s degree and a minimum of 4 years’ proven project management experience, or in lieu of a degree, a combined minimum of 8 years’ higher education and/or work experience, including a minimum of 4 years’ project management experience
  • Proficiency with personal computers as well as pertinent software packages
  • Demonstrated ability to operate in discovery and execution modes simultaneously
  • Strong ability to influence without authority and work effectively across teams
  • Experience coordinating complex work across multiple stakeholders
  • Strong problem-solving skills with a focus on practical, actionable solutions and persistence through obstacles
  • Ability to balance strategic thinking with hands on execution
  • Strong communication skills with the ability to tailor messages to different audiences

  Preferred Experience

  • 6 to 8 years of experience in customer experience, financial crimes, or program delivery within financial services
  • Experience working on fraud or financial crimes related initiatives
  • Experience in customer research, journey mapping, or human centered design
  • Experience working in a matrixed organization
  • Exposure to regulatory or risk environments