**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.

**Key Responsibilities:**

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