Fraud Customer Experience Business Partner

M&T Bank•Buffalo, NY

1d•Hybrid

About The Position

The Fraud Customer Experience Lead partners across the organization to improve how customers experience fraud prevention, detection, and resolution. This role builds upon an established foundation and focuses on connecting teams, coordinating efforts, and driving tangible improvements. 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.

Requirements

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

Nice To Haves

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

Responsibilities

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
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
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
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
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
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
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