Lead Client Experience (CX) – Fraud & AML

About the role

As Lead Client Experience (CX) you will own the design, delivery and continuous improvement of client journeys within the Fraud and Anti‑Money Laundering (AML) space. You will blend service‑design expertise, behavioural insight and risk awareness to ensure every interaction is secure, compliant, empathetic and seamless, especially in high‑risk scenarios.

Key responsibilities

• Operationalise the CX strategy for Fraud & AML, defining standards that balance client empathy with regulatory and risk requirements.
• Design end‑to‑end client journeys from awareness and prevention through investigation and resolution.
• Lead design‑thinking workshops and apply service‑design methodologies to create client‑centric, risk‑aware solutions.
• Integrate behavioural psychology principles into client communications and interactions.
• Leverage Voice of Client data and analytics to continuously refine experiences.
• Define, track and report CX performance metrics for high‑risk journeys.
• Act as the central CX lead across product, risk, operations and compliance units.
• Provide thought leadership, mentorship and foster a culture of trust and simplicity.

Required profile

• 6+ years of experience in client experience, service design or CX strategy.
• Proven track record leading complex journey design and CX delivery.
• Strong stakeholder‑management skills across multiple business units.
• Experience working with data, research and CX measurement frameworks.
• Exposure to fraud, AML, financial crime or risk environments is a strong advantage.
• Background in banking, fintech or other regulated industries preferred.
• Relevant tertiary qualification in Industrial Engineering, Business Management or a related field.

Required skills

• Service design and journey‑mapping expertise.
• Design thinking facilitation.
• Application of behavioural psychology to client communications.
• Use of CX measurement and analytics frameworks.
• Stakeholder alignment across product, risk, operations and compliance.