Experience Owner

Senior Experience Owner – Fraud Communications

Location: Charlotte, NC

Pay Rate: $80–$90/hour on W-2

Employment Type: Contract-to-Hire

Position Overview

We are seeking an experienced Senior Experience Owner (EO) to lead product strategy, customer experience, and delivery for enterprise Fraud Communications capabilities.

This position owns the end-to-end customer experience across multiple communication channels, including SMS, email, outbound voice, inbound IVR, Amazon Connect, and emerging AI-enabled communication solutions .

The Senior Experience Owner will work closely with Fraud Operations, Engineering, AWS, Architecture, Compliance, Risk, and business stakeholders to deliver secure, compliant, and customer-focused communication experiences.

The ideal candidate combines strong product management expertise with customer journey design, cross-functional leadership, and an understanding of fraud prevention and financial services operations.

This is a contract-to-hire opportunity for a product-focused leader who can translate business needs into actionable product requirements, prioritize delivery, and drive measurable customer experience improvements.

Key Responsibilities

Product Strategy & Roadmap Ownership

• Own and manage the Fraud Communications product roadmap.
• Define product strategy, priorities, and capabilities across customer communication channels.
• Lead product discovery and translate business objectives into actionable requirements.
• Develop epics, user stories, acceptance criteria, and product specifications.
• Prioritize product backlogs based on business value, customer impact, risk, and delivery dependencies.
• Coordinate product delivery across multiple engineering and business teams.
• Drive initiatives from concept and discovery through implementation, launch, and optimization.

Customer Experience & Journey Design

• Own end-to-end customer journeys for fraud-related communications.
• Design and improve customer experiences across:
• SMS and text notifications
• Email communications
• Outbound voice notifications
• Inbound IVR and self-service
• Amazon Connect
• Future AI-enabled communication channels
• Improve communication workflows for fraud alerts, transaction verification, and fraud claim initiation.
• Identify opportunities to reduce customer effort during fraud events.
• Improve the clarity, timeliness, and effectiveness of customer notifications.
• Expand customer self-service capabilities while maintaining appropriate security and compliance controls.

Fraud Operations & Risk Collaboration

• Partner with Fraud Operations to understand customer pain points and operational requirements.
• Support communication capabilities used during fraud detection, verification, and claims processes.
• Collaborate with Risk and Compliance teams to ensure solutions meet applicable regulatory and organizational requirements.
• Balance fraud prevention objectives with customer experience and operational efficiency.
• Identify opportunities to automate fraud communications while maintaining customer trust and compliance.

Technology & Cross-Functional Delivery

• Collaborate with Engineering, AWS, Architecture, Operations, Risk, Compliance, and business stakeholders.
• Partner with technical teams to implement communication workflows using Amazon Connect and AWS technologies .
• Translate customer experience requirements into functional product specifications.
• Coordinate delivery across internal teams and technology vendors.
• Support technical planning, integration discussions, and solution implementation.
• Participate in production rollout planning, readiness activities, and post-launch optimization.
• Work with stakeholders to resolve delivery challenges, dependencies, and competing priorities.

AI & Automation Opportunities

• Identify opportunities to improve fraud communications through automation and emerging technologies.
• Support future conversational AI and LLM-enabled customer engagement capabilities.
• Evaluate potential enhancements to IVR, customer notifications, and self-service experiences.
• Collaborate with technical teams to assess feasibility, customer impact, and compliance considerations.
• Help ensure automated communications remain accurate, effective, and customer-focused.

Product Performance & Continuous Improvement

• Establish and monitor measures of product success.
• Evaluate customer engagement, self-service adoption, and communication effectiveness.
• Identify opportunities to reduce customer effort during fraud interactions.
• Improve delivery speed and product quality through effective backlog management.
• Gather stakeholder feedback and prioritize product enhancements.
• Support continuous improvement following production deployment.

Required Qualifications

• 6+ years of experience in Product Management, Product Ownership, or Experience Ownership.
• Bachelor's degree or equivalent professional experience.
• Demonstrated experience owning customer-facing products or digital experiences.
• Strong product strategy, roadmap development, and backlog prioritization skills.
• Experience defining business requirements, user stories, and acceptance criteria.
• Strong understanding of Agile product development methodologies.
• Experience leading cross-functional initiatives involving business and technology teams.
• Excellent communication, presentation, and stakeholder management skills.
• Ability to influence senior stakeholders and coordinate delivery across multiple teams.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to translate complex business requirements into clear product deliverables.
• Experience managing product initiatives from discovery through production deployment.
• Customer-focused and data-driven approach to product development.

Preferred Qualifications

• Experience in Fraud Operations, Fraud Prevention, or Fraud Communications .
• Banking, financial services, or other regulated industry experience.
• Experience with Amazon Connect .
• Experience with customer communications platforms and omnichannel engagement solutions.
• Familiarity with SMS, email, outbound dialing, IVR, and customer notification systems.
• Experience working with AWS technologies .
• Understanding of fraud alerts, transaction verification, claims initiation, and customer authentication workflows.
• Familiarity with conversational AI, LLM-powered customer experiences, or AI-enabled self-service.
• Experience leading large enterprise product initiatives.
• Experience coordinating technology vendors and distributed delivery teams.

Key Success Measures

• Successful deployment of fraud communication capabilities.
• Improved customer experience during fraud-related interactions.
• Reduced customer effort and friction.
• Increased engagement with digital self-service channels.
• Faster delivery of new communication features.
• High-quality product requirements and acceptance criteria.
• Effective collaboration across business, engineering, operations, and compliance.
• Continuous improvement of customer communication workflows.

Ideal Candidate

The strongest candidate will be a Senior Product Manager, Senior Product Owner, or Experience Owner with experience leading enterprise customer-facing products.

We are particularly interested in professionals who have managed digital communications, customer engagement platforms, fraud-related experiences, or omnichannel customer journeys.

Experience in banking or financial services, Amazon Connect, fraud operations, and customer communication technologies will be highly valuable. xhqgsiq

This role requires a product-first leader who understands technology well enough to guide engineering teams but does not need to be a hands-on software developer.