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.
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 Lean/Agile
Problem framing and outcome measurement
Strategic mindset and product direction
Stakeholder management and influencing
Data and customer insights
Technical fluency with engineers
Risk management frameworks
Nice-to-have
Customer fairness in high-stress situations
Responsible AI implementation
Cross-functional team leadership
Continuous discovery and iteration
Anticipating external environment impacts
Key Requirements
Advanced product discovery experience
Advanced strategic mindset
Advanced stakeholder management skills
Strong analytical mindset
Technical fluency
Risk mindset
Experience in cards, payment, disputes, or transaction investigations