Fraud Customer Experience Lead

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:

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 of M&T Bank’s regional offices. Candidates must reside within a reasonable commuting distance to one of the following locations:

• 345 Main Street, Buffalo, NY

• 115 Federal Street, Boston, MA

• 1 Light Street, Baltimore, MD

• 1350 I Street NW, Washington, DC

• 1100 North Market Street, Wilmington, DE

• 277 Park Avenue, New York, NY

• 850 Main Street, Bridgeport, CT

• 77 Pine Street, Burlington, VT

What Success Looks Like 

• The customer perspective is consistently represented and influences key decisions 

• Continuous pipeline of insights that inform priorities and decisions 

• Clear progress on initiatives that improve the fraud customer experience 

• Reduced friction in priority customer journeys 

• Strong alignment and coordination across teams 

• Evidence of ideas and insights being translated into measurable outcomes