Experience Owner

Senior Experience Owner – Fraud CommunicationsLocation: Charlotte, NCPay Rate: $80–$90/hour on W-2Employment Type: Contract-to-HirePosition OverviewWe are seeking an experienced Senior Experience Owner (EO) to lead product strategy, customer experience, and delivery for enterprise Fraud Communications capabilities.This position owns the end-to-end customer experience across multiple communication channels, including SMS, email, outbound voice, inbound IVR, Amazon Connect, and emerging AI-enabled communication solutions.The Senior Experience Owner will work closely with Fraud Operations, Engineering, AWS, Architecture, Compliance, Risk, and business stakeholders to deliver secure, compliant, and customer-focused communication experiences.The ideal candidate combines strong product management expertise with customer journey design, cross-functional leadership, and an understanding of fraud prevention and financial services operations.This is a contract-to-hire opportunity for a product-focused leader who can translate business needs into actionable product requirements, prioritize delivery, and drive measurable customer experience improvements.Key ResponsibilitiesProduct Strategy & Roadmap OwnershipOwn and manage the Fraud Communications product roadmap.Define product strategy, priorities, and capabilities across customer communication channels.Lead product discovery and translate business objectives into actionable requirements.Develop epics, user stories, acceptance criteria, and product specifications.Prioritize product backlogs based on business value, customer impact, risk, and delivery dependencies.Coordinate product delivery across multiple engineering and business teams.Drive initiatives from concept and discovery through implementation, launch, and optimization.Customer Experience & Journey DesignOwn end-to-end customer journeys for fraud-related communications.Design and improve customer experiences across:SMS and text notificationsEmail communicationsOutbound voice notificationsInbound IVR and self-serviceAmazon ConnectFuture AI-enabled communication channelsImprove communication workflows for fraud alerts, transaction verification, and fraud claim initiation.Identify opportunities to reduce customer effort during fraud events.Improve the clarity, timeliness, and effectiveness of customer notifications.Expand customer self-service capabilities while maintaining appropriate security and compliance controls.Fraud Operations & Risk CollaborationPartner with Fraud Operations to understand customer pain points and operational requirements.Support communication capabilities used during fraud detection, verification, and claims processes.Collaborate with Risk and Compliance teams to ensure solutions meet applicable regulatory and organizational requirements.Balance fraud prevention objectives with customer experience and operational efficiency.Identify opportunities to automate fraud communications while maintaining customer trust and compliance.Technology & Cross-Functional DeliveryCollaborate with Engineering, AWS, Architecture, Operations, Risk, Compliance, and business stakeholders.Partner with technical teams to implement communication workflows using Amazon Connect and AWS technologies.Translate customer experience requirements into functional product specifications.Coordinate delivery across internal teams and technology vendors.Support technical planning, integration discussions, and solution implementation.Participate in production rollout planning, readiness activities, and post-launch optimization.Work with stakeholders to resolve delivery challenges, dependencies, and competing priorities.AI & Automation OpportunitiesIdentify opportunities to improve fraud communications through automation and emerging technologies.Support future conversational AI and LLM-enabled customer engagement capabilities.Evaluate potential enhancements to IVR, customer notifications, and self-service experiences.Collaborate with technical teams to assess feasibility, customer impact, and compliance considerations.Help ensure automated communications remain accurate, effective, and customer-focused.Product Performance & Continuous ImprovementEstablish and monitor measures of product success.Evaluate customer engagement, self-service adoption, and communication effectiveness.Identify opportunities to reduce customer effort during fraud interactions.Improve delivery speed and product quality through effective backlog management.Gather stakeholder feedback and prioritize product enhancements.Support continuous improvement following production deployment.Required Qualifications6+ years of experience in Product Management, Product Ownership, or Experience Ownership.Bachelor's degree or equivalent professional experience.Demonstrated experience owning customer-facing products or digital experiences.Strong product strategy, roadmap development, and backlog prioritization skills.Experience defining business requirements, user stories, and acceptance criteria.Strong understanding of Agile product development methodologies.Experience leading cross-functional initiatives involving business and technology teams.Excellent communication, presentation, and stakeholder management skills.Ability to influence senior stakeholders and coordinate delivery across multiple teams.Strong analytical, problem-solving, and decision-making skills.Ability to translate complex business requirements into clear product deliverables.Experience managing product initiatives from discovery through production deployment.Customer-focused and data-driven approach to product development.Preferred QualificationsExperience in Fraud Operations, Fraud Prevention, or Fraud Communications.Banking, financial services, or other regulated industry experience.Experience with Amazon Connect.Experience with customer communications platforms and omnichannel engagement solutions.Familiarity with SMS, email, outbound dialing, IVR, and customer notification systems.Experience working with AWS technologies.Understanding of fraud alerts, transaction verification, claims initiation, and customer authentication workflows.Familiarity with conversational AI, LLM-powered customer experiences, or AI-enabled self-service.Experience leading large enterprise product initiatives.Experience coordinating technology vendors and distributed delivery teams.Key Success MeasuresSuccessful deployment of fraud communication capabilities.Improved customer experience during fraud-related interactions.Reduced customer effort and friction.Increased engagement with digital self-service channels.Faster delivery of new communication features.High-quality product requirements and acceptance criteria.Effective collaboration across business, engineering, operations, and compliance.Continuous improvement of customer communication workflows.Ideal CandidateThe strongest candidate will be a Senior Product Manager, Senior Product Owner, or Experience Owner with experience leading enterprise customer-facing products.We are particularly interested in professionals who have managed digital communications, customer engagement platforms, fraud-related experiences, or omnichannel customer journeys.Experience in banking or financial services, Amazon Connect, fraud operations, and customer communication technologies will be highly valuable.This role requires a product-first leader who understands technology well enough to guide engineering teams but does not need to be a hands-on software developer.