You are motivated by improving customer experience in high‑stress situations, such as unrecognised transactions or payments that go wrong
Job Summary
You are motivated by improving customer experience in high‑stress situations, such as unrecognised transactions or payments that go wrong.
You will play a key role in shaping and scaling improvements across the Disputes journey, from complaint/lodgement through to investigation, decisioning, customer communication and resolution, ensuring outcomes are fast, clear and defensible.
Our team is committed to supporting your development. You will have the opportunity to build a strong network, demonstrate your potential through high‑impact delivery, and grow your product craft in a complex, customer‑critical domain.
Matching Summary
You are motivated by improving customer experience in high‑stress situations, such as unrecognised transactions or payments that go wrong.
Skills & Requirements
Must-have
product discovery and experimentation
Lean/Agile ways of working
problem framing and outcome measurement
strategic mindset and product direction
stakeholder management and influencing
analytical mindset and data-driven decisions
technical fluency with engineers
Nice-to-have
improving customer experience in high-stress situations
balancing customer fairness, risk, and efficiency
building faster, clearer disputes experiences
using data and responsible AI
subject matter expert for customer experience
anticipating external and internal impacts
Key Requirements
Advanced experience in product discovery, experimentation and Lean/Agile
Advanced strategic mindset
Advanced stakeholder management and influencing skills
Strong analytical mindset
Technical fluency
Risk mindset and understanding of risk management
Experience in cards, payment, disputes, or transaction investigations (preferred)