Fraud Customer Experience Lead

Overview

The Fraud Customer Experience Lead partners across the organization to improve how customers experience fraud prevention, detection, and resolution. This role builds upon an established foundation and focuses on connecting teams, coordinating efforts, and driving tangible improvements.

This role requires strong relationship management, the ability to influence without direct authority, and a willingness to roll up sleeves to help teams move work forward. Success comes from turning ideas into action, representing the customer in decision making, reducing friction in key journeys, and helping the business deliver better outcomes.

A critical expectation is maintaining a continuous discovery mindset. While a strong foundation of insights already exists, this individual is expected to consistently seek new opportunities to improve the fraud experience as customers’ needs, risks, and market dynamics evolve.

• 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

• 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

• 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

• 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

• Ensure work aligns with risk, compliance, and regulatory expectations

• Identify and upscale risks or issues as needed

• Support documentation and controls related to fraud initiatives

• 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…