Fraud Customer Experience Lead

External

Mtb · Buffalo, NY

Full-timeHybridToday

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About the role

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.

Responsibilities

Relationship Management and Influence

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

Continuous Discovery and Insight Generation

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

Drive Execution and Get Work Done

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

Education and Experience Required

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

Work Model & Office Locations :

This role follows a hybrid work model, requiring onsite presence four days per week at one

Fraud Customer Experience Lead

About the role

Responsibilities

Your Match

Company Intel

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