Chief Experience Officer, Financial Institutions

Brink’s Inc; Coppell (TX); On-site; USD 180,000 - 240,000; Full time

Job summary

Brinks seeks a Head of Financial Institution, Customer Experience to provide enterprise-level strategic leadership and operational oversight for Brinks Customer Operations, guiding managers and teams supporting large financial institutions.

The role shapes customer experience strategy, aligns service processes with Brinks priorities, and drives end-to-end service delivery transformation using data-driven insights and cross-functional collaboration.

Qualifications

• Bachelor's degree or higher required; advanced 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.
• Master's degree preferred; armor logistics experience beneficial.

Responsibilities

• Provide strategic oversight for multiple levels of management, ensuring alignment across Customer Care teams supporting large financial institutions.
• Lead program and account management for Brinks 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.
• Own customer communications and executive-level reporting for strategic accounts.
• Manage and develop a high-performing leadership team, fostering growth and accountability across all levels.

Education

Bachelor's degree or higher

Master's degree

Job description

Brinks seeks a Head of Financial Institution, Customer Experience to provide enterprise-level strategic leadership and operational oversight for Brinks Customer Operations, guiding managers and teams supporting large financial institutions.

The role shapes customer experience strategy, aligns service processes with Brinks priorities, and drives end-to-end service delivery transformation using data-driven insights and cross-functional collaboration.