Experience Owner III

Job Title: Senior Experience Owner - Fraud Communications & Customer Experience
Location : Johnston, Boston, Charlotte, Plano, Phoenix, or New Jersey | Pay: 85/hr
Contract to Hire

Position Summary:

We are looking for an experienced Senior Experience Owner (EO) to lead 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 in a highly regulated environment.

Key Responsibilities

• Own the Fraud Communications product roadmap.
• Define customer journeys across SMS, email, outbound voice, Amazon Connect, and 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 the backlog 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.
• 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 of experience 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.