Director Customer Identity & Access Management CIAM
You will lead the strategy, roadmap, policy, and performance of customer authentication across mobile, web, and contact center channels. You will direct fraud and identity initiatives, define authentication decision frameworks, manage risks and controls, evaluate new capabilities, and align cross-functional teams toward measurable customer protection and business outcomes.
Responsibilities
- Set the customer authentication policy and decision framework
- Own the cross-channel authentication roadmap and business requirements
- Partner with digital Login and Security product teams and Phone teams
- Own authentication and identity verification vendor relationships
- Direct authentication decisioning and capability strategy
- Steer Fraud Data & Analytics teams on rules, models, and thresholds
- Steer Fraud Platforms and Engineering teams on tooling, integrations, and enhancements
- Maintain the inventory of CIAM risks and mapped controls
- Evaluate and pilot new authentication capabilities, signals, and data sources
- Define handoffs between identity teams
Requirements
- 9+ years of relevant experience or equivalent combination of education and experience
- High school diploma or GED equivalent
- 10+ years in banking or fintech with direct ownership of customer authentication, account takeover controls, and login, MFA, and recovery experiences
- Experience defining strategy and leading execution for enterprise-scale authentication, identity, or fraud-related capabilities
- Experience leading teams directly or through matrixed structures
- Expertise in fraud prevention, identity strategy, customer authentication, account takeover mitigation, and digital customer risk management
- Strong analytical, strategic, and decision-making skills
- Written and verbal communication skills with executive presentation experience
- Experience leading CIAM, IAM, authentication, digital identity, fraud prevention, or customer security product teams
- Familiarity with MFA, SSO, OAuth 2.0, OpenID Connect, FIDO2, passkeys, biometrics, device binding, identity proofing, account recovery, FFIEC, and NIST
- Experience in financial services, fintech, or another highly regulated industry
- Experience with omnichannel customer journeys involving digital and call center authentication
- Familiarity with Financial Crimes operations, fraud operations, scam prevention, or risk-based authentication
- Experience with API-based products, platform capabilities, or developer-facing authentication services
- Proficiency with Jira, Confluence, analytics platforms, and UX collaboration tools
Benefits
- 20 paid time off days
- 11 paid holidays
- 8 hours of volunteer time off yearly
- 401K retirement savings plan with matching and company contributions
- student loan pay downs
- 529 educational savings assistance programs
- tuition reimbursement
- employee stock purchase plan
- financial learning center access
- financial coach access
- medical insurance
- dental insurance
- vision insurance
- life insurance
- short-term disability insurance
- long-term disability insurance
- Health Savings Account with employer contributions
- Healthcare FSA
- critical illness insurance
- accident insurance
- hospital indemnity insurance
- well-being program
- adoption assistance
- surrogacy assistance
- fertility assistance
- paid parental leave
- paid caregiver leave
- Dependent Day Care FSA
- backup child and adult/elder care days
- childcare discounts
- Employee Assistance Program
- subsidized Weight Watchers program
- employee discount programs
- travel allowances
- relocation assistance
- signing bonus
- equity