Fraud Customer Experience Business Partner

Responsibilities

• Partner across the organization to improve customers’ experience in fraud prevention, detection, and resolution
• Build strong, trusted relationships across fraud, operations, product, technology, and customer-facing teams
• Act as a connector across teams to align priorities and drive shared outcomes
• Represent and advocate for the customer perspective in decision-making
• Maintain an ongoing discovery approach to identify friction points across the end-to-end fraud journey
• Translate insights into clear, actionable opportunities for improvement
• Partner with teams to turn identified opportunities into actionable plans and support execution
• Ensure improvements are adopted, sustained, and scaled where appropriate
• Align work across multiple teams to ensure efforts are coordinated and focused on the highest impact areas

• Bachelor’s degree
• 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
• 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