Found Description
Purpose Statement
- Lead the design, delivery, and continuous improvement of client experiences across Fraud and Anti-Money Laundering (AML) journeys. This role combines service design, behavioural insight, and risk-aware CX, ensuring that all client interactions are secure, compliant, empathetic, and seamless; especially in high-risk or sensitive scenarios.
- You will own end-to-end CX for complex fraud journeys that span multiple business units, translating business, risk, and client needs into meaningful and trusted client experiences.
Experience
Minimum Requirements
- 6+ years’ experience in Client Experience / Service Design / CX strategy roles.
- Proven experience leading complex journey design and CX delivery.
- Strong service design and journey mapping expertise.
- Experience working with data, research, and CX measurement frameworks.
- Strong stakeholder management across ...