Director, Customer Identity & Access Management - CIAM
HybridCharlotte, North Carolina, United States
Job Summary
Lead the strategy, roadmap, and execution of the customer authentication and identity portfolio, owning end-to-end performance across mobile, web, and contact center channels. Drive high-impact initiatives in login, MFA, passkeys, passwordless, biometrics, account recovery, and risk-based authentication while balancing fraud risk, security, operational expense, and customer experience. Translate enterprise priorities and emerging threat trends into actionable product decisions, partnering with Product, Fraud, Financial Crimes, Cybersecurity, Risk, Operations, Architecture, Engineering, and Customer Experience teams. Work in close alignment with Fraud and Financial Crimes to strengthen customer protection and improve usability within a regulated banking environment.
Required Qualifications
- In office role with weekly hybrid schedule
- Allly work locations are Charlotte NC, Lewisville TX, Jacksonville FL, Dresher PA
- Director, Customer Identity & Access Management (CIAM) Product
- Lead the strategy, roadmap, and execution of our customer authentication and identity portfolio
- Own the end-to-end strategy, policy, and performance of customer authentication across all channels, including mobile, web, and contact center
- Ensure the right balance between fraud risk, security, operational expense, and customer experience
- Lead high-impact identity, authentication, and fraud-prevention initiatives
- Accountability for omnichannel capabilities such as login, MFA, passkeys, passwordless, biometrics, account recovery, step-up authentication, and risk-based authentication
- Translate enterprise priorities and emerging threat trends into actionable product strategy, roadmap decisions, and measurable business outcomes
- Partner closely with Product, Fraud, Financial Crimes, Cybersecurity, Risk, Operations, Architecture, Engineering, and Customer Experience teams
- Close alignment with Fraud and Financial Crimes
- Unique visibility into evolving attack patterns and customer threats
- Experienced banking or fintech leader
- Deep expertise in fraud, identity, authentication, and customer risk management
- Proven ability to influence executive stakeholders
- Align cross-functional teams
- Deliver enterprise-scale capabilities in a regulated environment
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