CX Lead

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 multiple business units.

Preferred Experience

• Exposure to Fraud, AML, Financial Crime, or Risk environments (strong advantage).
• Experience in banking, fintech, or regulated industries.
• Background in behavioural or consumer psychology (advantage).
• Experience in Design Thinking and facilitation.

Qualifications (Minimum)

• A relevant tertiary qualification in Industrial Engineering or Business Management

Qualifications (Ideal or Preferred)
Knowledge
Key Responsibilities

• Lead the operationalisation of CX strategy within Fraud & AML environments.
• Define and embed CX standards that balance client empathy with regulatory and fraud risk requirements.
• Own and design end-to-end client journeys, from awareness and prevention through to investigation and resolution.
• Lead design thinking processes to create solutions that are both client-centric and risk-aware.
• Apply service design methodologies.
• Integrate behavioural psychology principles to design effective client communications and interactions.
• Leverage Voice of Client and data insights to continuously refine experiences.
• Define and track CX performance metrics, especially in high-risk journeys.
• Act as the central CX lead across multiple business units impacted by fraud and AML.
• Align stakeholders across product, risk, operations, and compliance.
• Provide thought leadership and mentorship to CX practitioners.
• Drive a culture of trust, simplicity, and client-first thinking.

Key Competencies

• Service Design & Journey Mapping
• Analytical Thinking & Insight Generation
• Stakeholder Influence & Collaboration
• Problem Solving in Complex Environments
• Communication & Storytelling
• Empathy-led Design with Risk Awareness

Skills

• Analytical Skills
• Attention to Detail
• Communications Skills
• Planning, organising and coordination skills
• Problem solving skills
• Conditions of Employment
• Clear criminal and credit record