Chief Customer Experience Leader - Financial Institutions

Brinks; Coppell (TX); Híbrido; USD 180.000 - 240.000; Jornada completa

Descripción de la vacante

Brink's seeks a dynamic Head of Financial Institution, Customer Experience to provide enterprise-level strategic leadership and operational oversight for Customer Operations serving large financial institutions.

You will drive end-to-end service delivery transformation, align processes with strategic priorities, and leverage data-driven insights to improve customer journeys. Lead, coach, and develop a high-performing team while collaborating with product, operations, technology, and sales.

Formación

• Bachelor's degree or higher in a related field.
• 15+ years of professional experience.
• 7+ years in customer experience and/or service within logistics or banking.
• Functional experience in project management, treasury, or cash management.

Responsabilidades

• Provide strategic oversight for multiple levels of management, ensuring alignment across Customer Care teams serving large financial institutions.
• Lead program and account management for Brink's largest and most complex customers.
• Ensure successful execution of new implementations and service changes in coordination with internal project teams.
• Act as the final escalation point for customer service issues, cases, and claims across multiple regions.
• Drive root cause analysis and resolution planning with Continuous Improvement and Product teams.
• Champion customer journey mapping and continuous improvement across all service touchpoints.
• Collaborate cross-functionally to optimize back-office and service delivery processes.
• Lead internal and external business reviews, providing insights on quality, performance, and strategic initiatives.
• Manage and develop a high-performing leadership team, fostering growth and accountability across all levels.
• Own customer communications and executive-level reporting for strategic accounts.

Conocimientos

Strategic Leadership

Customer Experience

Program Management

Cross-Functional Collaboration

Data-Driven Decision-Making

People Leadership

Operational Excellence

Influential Leadership

Relationship Building

Change Management

Educación

Bachelor's degree or higher

Master's degree (preferred)

Descripción del empleo

Brink's seeks a dynamic Head of Financial Institution, Customer Experience to provide enterprise-level strategic leadership and operational oversight for Customer Operations serving large financial institutions.

You will drive end-to-end service delivery transformation, align processes with strategic priorities, and leverage data-driven insights to improve customer journeys. Lead, coach, and develop a high-performing team while collaborating with product, operations, technology, and sales.