Chief CX Officer - Financial Institutions

Brink's; Madison (WI); Remote; USD 128,000 - 160,000; Full time

Job summary

Brink’s is seeking the Head of Financial Institution, Customer Experience to provide enterprise‑level strategic leadership and oversight for Brink’s Customer Operations serving large financial institutions. The role shapes customer experience strategy and leads end‑to‑end service delivery transformations to consistently meet and exceed expectations.

You will build a high‑performing team, collaborate with Product, Operations, Technology, and Sales, and use data‑driven insights to optimize

Qualifications

• Bachelor’s degree or higher required; master’s degree preferred.
• 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.

Responsibilities

• 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 in partnership 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.

Skills

Strategic leadership

Customer experience

Program management

Cross-functional collaboration

Data-driven decision-making

People leadership

Education

Bachelor’s degree or higher

Master’s degree (preferred)

Job description

Brink’s is seeking the Head of Financial Institution, Customer Experience to provide enterprise‑level strategic leadership and oversight for Brink’s Customer Operations serving large financial institutions. The role shapes customer experience strategy and leads end‑to‑end service delivery transformations to consistently meet and exceed expectations.

You will build a high‑performing team, collaborate with Product, Operations, Technology, and Sales, and use data‑driven insights to optimize