Customer Journey Expert Payments

Job description

The Customer Journey Expert (CJE) – Dispute Management & Disallowance acts as the customer experience gatekeeper for dispute management and disallowance across cards and payments. The role ensures that dispute‑related journeys are properly governed, customer‑centric, and consistently managed across Business and Operations. The CJE holds accountability for the definition, management, and evolution of dispute and disallowance processes across the value chain, working closely with Cards, Payments, Operations, Customer Service, Fraud, Legal, and Compliance. The primary objective is to establish a sustainable and well‑governed setup, ensuring clear ownership, prioritization, and cross‑functional coordination. Key Responsibilities: - Act as customer experience gatekeeper for dispute management and disallowance across cards and payments - Ensure consistent customer‑centric design and execution of dispute journeys across Business and Operations - Monitor process performance, customer impacts, operational KPIs, and regulatory requirements related to disputes - Identify pain points, inefficiencies, and risks, and drive structured improvement initiatives - Coordinate priorities with Cards, Pa...