Product Owner with Fraud Prevention - Banking (Multiple locations)- ONLY ON W2

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.

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.