Strategic Transformation Lead – Credit Card Rewards (focus fraud and misuse)

Help shape and deliver strategic change across credit card rewards operations, starting with fraud and misuse. You will bring structure and measurable outcomes to complex, cross-functional challenges. You will redesign end-to-end operational processes and translate opportunities into practical solutions. Working with partners across product, operations, technology, data, and risk, you will simplify and automate workflows while strengthening controls and improving customer and employee experiences.

Job summary
As an Operations transformation lead – Credit card rewards (fraud and misuse), you will own strategy and execution for complex operational transformation work that reduces fraud and misuse and improves performance. You will define future-state processes and capabilities, translate them into an executable roadmap, and drive delivery from problem definition through measurable outcomes. You will partner across product, operations, technology, data and analytics, risk, fraud, and other stakeholders to deliver sustainable change.

• Set transformation goals, roadmap, governance, operating cadence, and success metrics for the fraud and misuse workstream
• Translate complex business problems into executable solutions by evaluating options and trade-offs across customer impact, operational feasibility, risk, compliance, and economics
• Redesign end-to-end operational processes by streamlining workflows and identifying opportunities for automation and technology enablement in partnership with functional experts
• Drive root-cause problem solving and cross-functional execution by aligning stakeholders on priorities, decisions, ownership, dependencies, and delivery timelines
• Establish performance management and program reporting, including benefits tracking, key risks, decisions, dependencies, and forward priorities

• 8 years of experience in transformation, management consulting, business transformation, operating model design, or other cross-functional change roles with ownership from strategy through execution
• Demonstrated ability to turn ambiguous problems into structured strategies, future-state designs, roadmaps, and executable plans
• Proven experience leading large-scale, cross-functional transformation and aligning senior stakeholders across multiple organizations
• Ability to evaluate options, quantify trade-offs, build business cases, and drive decisions using data and analysis
• Experience simplifying and redesigning operational processes, including streamlining workflows and identifying automation opportunities
• Ability to partner effectively with data, analytics, and technology experts to inform solutions and enable operational change
• Experience establishing governance, success metrics, benefits tracking, and mechanisms to sustain outcomes

• Experience in fraud strategy, misuse/abuse, fraud operations, controls, risk, or related domains, including translating domain challenges into executable solutions
• Experience in credit cards, rewards/loyalty programs, payments, or other complex financial services environments
• Strong data and analytical acumen, including using insights to structure problems, identify opportunities, and inform decisions
• Familiarity with data-driven detection, monitoring, case management, operational controls, or treatment strategies

Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting. This role does not provide relocation assistance, so all candidates must be local to the work locations listed in the job posting or willing to relocate on their own immediately upon hire

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs. 

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.  We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process. 

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans