Senior Experience Owner – Fraud Communications & Customer Experience

Job Title: Senior Experience Owner Fraud Communications & Customer Experience

Job Duration (Contract-to-Hire)

Job Location: Westwood, MA 02090

Position Summary

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

This role owns 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 combines strong product management skills with fraud domain expertise and understands how to deliver exceptional customer experiences while operating in a highly regulated environment.

This is a contract-to-hire opportunity.

Responsibilities

• Own the Fraud Communications product roadmap.
• Define customer journeys across:
  • SMS
  • Email
  • Outbound Voice
  • Amazon Connect
  • Future AI-enabled communication channels
• Partner with Fraud Operations to improve customer experiences during fraud events.
• Define product requirements, user stories, and acceptance criteria.
• Prioritize backlog and manage delivery across multiple teams.
• Work closely with Engineering, AWS, Architecture, Compliance, Risk, Operations, and Business stakeholders.
• Improve customer experiences around:
  • Fraud alerts
  • Transaction verification
  • Fraud claim initiation
  • Customer notifications
  • Self-service capabilities
• Help deploy communication workflows using Amazon Connect and AWS technologies.
• Identify opportunities to automate fraud communications while maintaining compliance.
• Participate in production rollout planning and post-production optimization.

Required Qualifications

• Bachelor's degree or equivalent experience.
• 6+ years in Product Management, Experience Ownership, or Product Ownership.
• Strong experience leading customer-facing products.
• Excellent communication and stakeholder management skills.
• Experience working in Agile environments.
• Ability to work across business and technology organizations.
• Strong analytical and problem-solving skills.

Preferred Qualifications

• Experience in Fraud Operations or Fraud Prevention.
• Banking or Financial Services experience.
• Experience with Amazon Connect.
• Experience with customer communications platforms.
• Experience with 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.

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.
• Strong cross-functional execution.
• Reduced customer effort during fraud interactions.