Fraud Analyst (Customer Experience)

Recruiter:

Network Recruitment

Job Ref:

NFR006810/KM

Date posted:

Monday, June 30, 2025

Location:

Johannesburg, South Africa

Salary:

700 000 Annually

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.

What They’re Looking For:

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

What’s In It for You:

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

Sound like the kind of challenge you’d love to own?
Apply today or get in touch to learn more.

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