Blue Light Card. Individually great, together unstoppable

The Role and the Team

We’re looking for a Fraud and Disputes Analyst to join our Experience team within our Operations department, to take ownership of dispute outcomes and help strengthen our fraud and risk controls across gift cards and wider payments. This is a hands-on role for someone who combines strong dispute case management experience with a practical understanding of fraud systems and rule configuration, and who can operate as a subject matter expert across fraud and disputes.

As an early founding member of this capability, you’ll play a key role in building the function from scratch, shaping the processes, systems and insight that will underpin how we manage fraud and disputes as we scale. You’ll work closely with Fraud, Product and Operations to build scalable workflows, strengthen controls, and support future payment product developments. If you’re someone who’s confident managing disputes, improving win rates, and building smarter operational foundations behind the scenes, this role offers genuine scope to make your mark.

What You’ll Do

• Set up, maintain and optimise fraud and dispute systems, including rule configuration and performance monitoring

• Manage dispute cases end to end where needed, ensuring strong merchant-side responses and improving win rates

• Review fraud controls and dispute outcomes, identifying gaps and recommending improvements to reduce risk exposure

• Analyse dispute and chargeback trends across all payment channels, identifying root causes and prevention opportunities

• Monitor regulatory, market and card scheme developments, translating these into clear operational updates

• Influence fraud-risking logic, workflow design and escalation processes, collaborating with Senior Management, Product and Operations

• Support the operational setup of new payment products, ensuring dispute handling and risk controls are effective from day one

What You’ll Bring

• Strong merchant-side dispute and chargeback experience, gained in fintech, e-commerce or PSPs, or in relevant parts of financial services like insurance, price comparison, gift cards or credit services (not retail banking)

• Hands-on experience managing disputes end to end, including evidence building and understanding of scheme compliance requirements

• Strong working knowledge of Stripe, including dispute flows, fraud tooling, risk scoring and rules, plus a good understanding of CRM systems such as Zendesk or similar

• Hands on experience setting up, tuning or maintaining fraud rules and risk systems, with measurable impact

• Strong analytical skills and confidence using data to spot trends, improve outcomes and reduce risk

• A confident communicator who can turn fraud and risk insights into clear, everyday language, bringing stakeholders with you through strong storytelling, influence and clarity

Our Culture

Our mission is simple – make heroes happy. Our members are the real-life heroes who keep us all safe, cared for, and thriving. It’s what gets us up in the morning and pushes us to go further, think bigger, and create something that truly matters. By focusing on their happiness, we create amazing experiences, deliver unrivalled discounts, innovative products, and world-class service.

We don’t just follow the usual path - we look for smarter, bolder ways to deliver real impact. We take ownership, move fast, and work shoulder to shoulder to build something special.

We’re committed to building a diverse and inclusive team where everyone feels they belong. Different perspectives and experiences help us grow, innovate, and better reflect the communities we serve.

We promote hybrid working, and value in-person collaboration so encourage time in our offices, where you can make the most of our fully stocked snack drawers – either the HQ in Leicestershire, or London, Holborn office. The frequency and office location will vary depending on the role and team. We aim to be flexible, but we aren’t able to offer fully remote working.

What We Offer

• Hybrid working and flexible hours

• Free parking and EV charging onsite at HQ

• 25 days annual leave plus an additional day off for your birthday, and a buy and sell holiday scheme of up to 5 days

• A company bonus scheme

• Your own Blue Light Card and exclusive access to thousands of discounts

• Generous funded BUPA medical insurance covering pre-existing conditions

• Group auto-enrolment pension plan

• Enhanced parental leave and absence leave

• Healthcare cashback plan

• Employee assistance programme (including mental health support) and mental health first aiders

• Great social events e.g., festive party, summer party, team socials, sports matches

• Regular company-wide recognition events e.g. monthly Light’s Up and annual Shine awards

• Relaxed dress code and modern office space (games area, chill-out areas, book club, free drinks/snacks)

• Onsite gym at HQ (including access to free HIIT & stretch classes)

• Strong learning and development culture and personal growth fund

#LI-Hybrid