Account Services Lead

001 BRINKS INCORPORATED; Coppell (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Brink’s in Coppell, TX is seeking a Customer Experience Coordinator IV to drive customer journey maps, service design, and experience improvements. The role involves handling complex requests and guiding others on effective execution within established practices.

With 5+ years in related fields and a high school diploma or equivalent, you will prepare CRM data, lifecycle campaigns, and account tracking while collaborating across functions to enhance retention and satisfaction.

Qualifications

• 5+ years of experience in customer journey, service design, and experience improvement or a closely related field.
• Experience managing deliverables, priorities, and stakeholder needs within a structured business environment.
• Demonstrated ability to work independently, exercise judgment, and guide others on effective execution.
• Education: High school diploma or equivalent required; vocational training, certification, associate degree, or relevant coursework preferred.

Responsibilities

• Independently manage customer journey maps, pain-point analysis, and service improvement priorities, adjusting priorities and sequencing work to meet deadlines.
• Prepare, update, and maintain crm data, lifecycle campaigns, contact strategies, and account interaction tracking so information is complete, accurate, and easy to retrieve.
• Review and improve the quality of customer feedback, survey results, complaints, and resolution themes; provide guidance on tools, templates, or process steps.
• Resolve routine issues tied to cross-functional action plans to improve retention, satisfaction, and ease of doing business and coordinate with stakeholders to keep work moving.
• Identify trends or recurring issues in experience metrics, service KPIs, and governance reviews with stakeholders and recommend practical process improvements.

Education

High school diploma or equivalent

Job description

About Brink's

The Brink’s Company (NYSE:BCO) is a leading global provider of cash and valuables management, digital retail solutions, and ATM managed services. Our customers include financial institutions, retailers, government agencies, mints, jewelers, and other commercial operations. Our network of operations in 51 countries serves customers in more than 100 countries. We believe in building partnerships that secure commerce and doing that requires fostering an engaged culture that values people with different backgrounds, ideas, and perspectives. We build a sense of belonging, so all employees feel respected, safe, and valued, and we provide equal opportunity to participate and grow.

Job Description Role Summary

The Customer Experience Coordinator IV serves as a senior business support specialist for customer journey, service design, and experience improvement, handling complex requests and guiding others on effective execution. Works autonomously within established practices and helps improve processes, controls, and service quality. Typical work includes customer journey maps, pain-point analysis, and service improvement priorities, cRM data, lifecycle campaigns, contact strategies, and account interaction tracking, and customer feedback, survey results, complaints, and resolution themes.

Key Responsibilities

• Independently manage customer journey maps, pain-point analysis, and service improvement priorities, adjusting priorities and sequencing work to meet deadlines.


• Prepare, update, and maintain cRM data, lifecycle campaigns, contact strategies, and account interaction tracking so information is complete, accurate, and easy to retrieve.


• Review and improve the quality of customer feedback, survey results, complaints, and resolution themes; provide guidance on tools, templates, or process steps.


• Resolve routine issues tied to cross-functional action plans to improve retention, satisfaction, and ease of doing business and coordinate with stakeholders to keep work moving.


• Identify trends or recurring issues in experience metrics, service KPIs, and governance reviews with stakeholders and recommend practical process improvements.

Required Experience

• 5+ years of experience in customer journey, service design, and experience improvement or a closely related field.


• Experience managing deliverables, priorities, and stakeholder needs within a structured business environment.


• Demonstrated ability to work independently, exercise judgment, and guide others on effective execution.

Education High school diploma or equivalent required; vocational training, certification, associate degree, or relevant coursework preferred.

Pay Range: 0.00 - 0.00 USD

Brink’s is an equal opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, marital status, protected veteran status, sexual orientation, gender identity, genetic information, or history or any other characteristic protected by law.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Brink’s is proud to be an equal opportunity employer.

If you need reasonable accommodations/adjustments during the hiring process, please let your recruiter know we’re here to support you every step of the way.

Build a Career with Purpose at Brink’s

For over 165 years, Brink’s has been a trusted global leader in secure logistics and cash and valuables management solutions. Today, we continue to evolve—powered by technology, driven by purpose, and united by values. With a legacy built on trust and a future driven by innovation, Brink’s partners for customer success, empowering businesses across the globe to operate with confidence and peace of mind. At Brink’s, we operate in more than 100 countries, across cultures and languages, yet we’re one team—committed to protecting what matters most. Our people are at the heart of everything we do. We foster a culture of collaboration, innovation, and continuous learning, where every team member is empowered to grow, take ownership, and make an impact. No matter which business area or country you are located, Brink’s offers a place to build a meaningful career. Here, you’ll find opportunities to develop your skills, contribute to global solutions, and be part of something bigger. We believe in doing what’s right, working together, and striving for excellence. If you’re looking for a career that combines purpose with performance, Brink’s is the place for you.

See the “Terms and Conditions for Brink's” at: Terms of Use - Brink's US See the “Brink's California Consumer Privacy Notice” at: Brink's California Consumer Privacy Act Notice - Brink's US