Fraud Analyst (Customer Experience)

SUMMARY:
Does improving customer experience light a fire in you—especially when it comes to handling the tricky world of fraud? A leading financial services organisation is looking for a Customer Experience Specialist who can turn complaints into solutions, insights into action, and make sure customers feel seen, heard, and supported when it matters most. If you’re a natural connector who loves working across teams, solving real problems, and driving service that truly stands out, then this might be your next big move.

POSITION INFO:
What The Role Involves:

• Make the Customer's Voice Matter:
  • Use insights, feedback, and behaviour trends to shape better fraud-related customer experiences.
• Lead Engaging CX Sessions:
  • Facilitate customer experience workshops and education sessions with staff and stakeholders across the country.
• Turn Frustrations into Fixes:
  • Handle and resolve fraud-related customer complaints while using those lessons to design better, smarter processes.
• Drive Strategic Change:
  • Support big-picture service improvements and help roll out CX initiatives that enhance trust, loyalty, and confidence.
• Champion Collaboration:
  • Work closely with internal teams to embed a customer-first mindset across the fraud landscape.
• Bring Insights:
  • Use research, bench-marking, and feedback to support ongoing improvements and service innovation.

• Solid experience in customer experience, service design, or process improvement
• Strong facilitation and stakeholder engagement skills
• Analytical mindset with a people-first approach
• Bonus if you’ve worked in fraud, compliance, or complaints resolution

• Work on meaningful projects that impact real people
• Help build a fraud team that leads with empathy and action
• Collaborate with diverse, purpose-driven teams
• Use your skills to create experiences that actually make a difference