Behavioral Insights Lead - Families

It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 50+ million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible.

Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

The Role

Leading a core function in our specialized Behavioral Insights Team (BIT), you will guide a team to gather, assess, explore and scrutinize patterns, data and signals to identify and mitigate high-risk / fraudulent activity across our platform. We need an experienced leader to support and drive our investigations and analytics effort that is the core of BIT. The team is responsible for the most complex processes, pattern recognition and analytical work in the Health (Risk/Fraud) organization.

As a BIT Identity and Families Lead, You will lead, coach, mentor and develop team members to define and achieve high performance bars individually and collectively, and foster their professional development and enable them to contribute more and more to our business.

Simultaneously, you will leverage your deep fraud and risk investigation skills to drive efficiency and effectiveness.  You will partner every day with the BIT (Risk/Fraud) Analysts and Data Science teams to build better Machine Learning (ML) models and protect customers and the Cash App platform, brand and reputation. You will also partner with many organizations across the business, like Product, Engineering, Finance, Compliance, Counsel and Operations to understand potential areas of abusive or fraudulent behaviors and investigate them.  In this role, you will drive innovation and influence Cash App’s global risk roadmap, programs, and processes.

The ideal candidate possesses exceptional analytical and investigative skills, a proven mastery of effective communication with cross-functional partners and strong problem-solving capabilities. This role requires a bias toward taking action in a fast-paced environment and deep experience with risk and fraud vectors with a specific focus across onboarding and KYC functions, including customer onboarding processes, Know Your Customer (KYC), account access and login controls, and other key financial services functions. Our ideal candidate also understands the role of ML models and their continued validation and improvement in managing risk at scale and has worked with Data Science teams in the past. Prior experience managing a team of high performing individuals in a fast-paced environment is required. 

Essential Functions & Responsibilities

• Lead and develop a team of 4-8 individual analysts
• Be a mentor to your team - share experience and best practices developed through your experience
• Foster a culture of accountability, collaboration, speed, innovation, excellence, and a fun work environment while continuously elevating the quality and caliber of our controls
• Recognize and Reward Talent; ensure accountability at all levels within the team roles
• Manage individual performance and provide ongoing insight and coaching
• Assist with professional development and upstream, preventative, future-proof thinking
• Partner with HR, Talent, and Recruiting on sourcing candidates as well as administration of HR Policies/Procedures
• Provide ongoing improvements to investigation approaches and development of fraud detection systems to identify emerging inauthentic activity trends and provide recommendations to assist in loss mitigation
• Showcase strong time-management skills to maintain or exceed expected daily workloads, lead the team by example.
• Collaborate on and escalate complex cases and new trends within the team, backed by industry knowledge of common financial services fraud vectors and risk controls 
• Using deep analytical talent, identify areas of opportunity within the ecosystem to apply financial management and fraud prevention best practices
• Diagnose problems, recognize known and emerging fraud and abuse patterns and develop compelling, data-driven recommendations and monitor results 
• Identify, document, and follow-up with team members on product bugs and feature enhancements 
• Build and execute on short-term and long-term plans with associated benefits of strategies that are developed to reduce financial exposure associated with identified high-risk activity
• Be a voice of the customer by identifying trends, issues, and suggesting improvements to processes, policies, and products including recommending tooling and data improvements to increase investigations efficacy 

Qualifications

• 4+ years of prior leadership experience managing a team of high performing fraud analysts, including coaching and development
• 2+ years of experience working within financial services, technology, or fintech preferred 
• Demonstrated depth of knowledge in the realm of customer identity and onboarding, specifically experience with KYC, CIP, FinCrimes, and access controls
• The ability to answer unstructured business questions and work independently to drive projects and analytical tasks to conclusion
• Previous experience identifying opportunities to update, revise or implement rules and/or controls to mitigate fraud/inauthentic activity. 
• Excellent analytical and problem-solving skills, including root cause analysis / identification
• Familiarity with SQL or with leading a team versed in SQL 
• Experience with utilizing visualizations (e.g. Tableau, Looker, Mode) either directly or through leading a team responsible for such visualizations
• Ability to prepare and present findings to multiple levels within the leadership hierarchy
• Show strong ability to conceptualize, develop, and implement process improvements around investigatory workflows and approaches
• Demonstrate flexibility to adapt and able to manage multiple assignments while working independently
• Experience using statistical approaches to solving business problems

Even Better 

• Bachelor's degree preferred
• Experience: Prior risk/fraud leadership or risk/fraud mentoring related role required

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We also consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page.