The Fraud Customer Experience Lead partners across the organization to improve how customers experience fraud prevention, detection, and resolution. This role buildsuponan 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 consistentlyseeknew opportunities to improve the fraud experience ascustomers’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”
Influencedecisions 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 theend-to-endfraud 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
Ensurediscovery 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
CoordinateAcross 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
Strongproblem-solvingskills 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
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $89,600.00 - $149,300.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.
Buffalo, New York, United States of America
Great companies have an enduring sense of purpose. At M&T, our purpose is a simple one: make a difference in people’s lives and uplift the communities we serve. Founded in 1856 in Buffalo, NY we are now a top 11 full-service US-based commercial bank with a retail footprint across the east coast and wealth services available nationwide and abroad. As a bank, we offer advice, guidance, expertise, and solutions across the entire financial spectrum that combines M&T’s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. We are a community-minded organization with more than 167 years of experience. We serve customers, community, and colleagues whether they be across the street, across the state or across the country.
As an employer of choice, we are proud to offer competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year. Our core values drive the work we do – integrity, ownership, collaboration, curiosity, candor and we seek to further build upon our record of success by bringing in top talent and fresh skill sets while continuing to support the growth and development of all our team members.
M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws.
