Fraud Product Owner - Customer Experience

JOB DESCRIPTION

Job Title: Senior Experience Owner – Fraud Communications & Customer Experience

Banking/Financial Services

Pay Rate: $88.42/hr W2
Duration: 6 Months
Employment Type: Contract-to-Hire
Work Arrangement: Remote (Travel Required – Expenses Reimbursed)

Preferred Candidate Locations:

• Johnston, RI
• Boston, MA
• Charlotte, NC
• Plano, TX
• Phoenix, AZ
• New Jersey

Time Zone Preference: Eastern Time

Position Summary

We are seeking an experienced Senior Experience Owner (EO) to lead product strategy and customer experience for Fraud Communications across multiple customer channels.

This role will own the end-to-end customer experience for fraud notifications and communications, including SMS, email, outbound voice, inbound IVR, and future AI-enabled engagement capabilities.

The ideal candidate will have a strong product management background, excellent stakeholder management skills, and the ability to translate business needs into customer-focused product solutions. Fraud domain expertise and financial services experience are strongly preferred.

Key Responsibilities

• Own and manage the Fraud Communications product roadmap.
• Define and improve customer journeys across SMS, email, outbound voice, Amazon Connect, and future AI-enabled communication channels.
• Partner with Fraud Operations to enhance customer experiences during fraud events.
• Define product requirements, user stories, and acceptance criteria.
• Prioritize product backlogs and manage delivery across multiple teams.
• Collaborate with Engineering, AWS, Architecture, Compliance, Risk, Operations, and Business stakeholders.
• Improve customer experiences related to fraud alerts, transaction verification, fraud claim initiation, customer notifications, and self-service capabilities.
• Support the deployment of communication workflows using Amazon Connect and AWS technologies.
• Identify opportunities to automate fraud communications while maintaining regulatory and compliance requirements.
• Participate in production rollout planning and post-production optimization.

Required Qualifications

• Bachelor's degree or equivalent practical experience.
• 6 years of experience in Product Management, Experience Ownership, or Product Ownership.
• Strong experience leading customer-facing products and enterprise initiatives.
• Excellent communication and stakeholder management skills.
• Experience working in Agile environments.
• Ability to collaborate effectively across business and technology organizations.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to lead discovery, define requirements, prioritize backlogs, and drive execution.

Preferred Qualifications

• Experience in Fraud Operations or Fraud Prevention.
• Banking or Financial Services industry experience.
• Experience with Amazon Connect.
• Experience with customer communications platforms.
• Knowledge of SMS, email, outbound dialing, and customer notification systems.
• Experience working with AWS technologies.
• Knowledge of fraud workflows and customer authentication.
• Familiarity with conversational AI and LLM-powered customer experiences.

Ideal Candidate Profile

• Product-first mindset with sufficient technical understanding to collaborate effectively with engineering teams. This is a product leadership role, not an engineering position.
• Strong executive communication and stakeholder management skills.
• Experience leading large-scale enterprise product initiatives.
• Comfortable working with AWS, vendors, and cross-functional teams.
• Customer-focused and data-driven approach.
• Strong ability to lead product discovery, define requirements, manage backlogs, and drive delivery.
• Financial services experience strongly preferred, but candidates from other industries will also be considered.

Success Measures

• Successful deployment of fraud communication capabilities.
• Improved customer experience during fraud events.
• Faster delivery of new communication capabilities.
• Increased customer engagement with self-service channels.
• High-quality product requirements and documentation.
• Effective cross-functional execution.
• Reduced customer effort during fraud interactions.

Additional Information

• Remote position with occasional travel required.
• Travel expenses will be reimbursed.
• 6-month contract-to-hire opportunity.
• Preference for candidates located in or near the listed markets.
• Eastern Time Zone availability preferred.