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.
Relationship Management and Influence
Build strong, trusted relationships across fraud, operations, product, technology, and customer facing teams
Continuous Discovery and Insight Generation
Build on existing research by continuously gathering new insights from customers, employees, data, and industry trends
Drive Execution and Get Work Done
Take ownership of moving work forward, including coordination, facilitation, problem solving, and follow through
Improve the Fraud Customer Experience
Coordinate Across a Complex Environment
Insights and Continuous Improvement
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
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
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
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
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
