Customer Experience Lead - Financial Institutions (Remote)

Brink's; Richmond (VA); Remote; USD 128,000 - 160,000; Full time

Job summary

Brink’s is seeking a Head of Financial Institution, Customer Experience to provide enterprise-level strategic leadership and oversight for Brink’s Customer Operations, guiding management and associates serving large financial institutions. This role shapes customer experience strategy and drives performance across service processes with data-driven insights.

You will lead end-to-end service delivery transformation, develop future-ready teams, and champion continuous improvement.

Qualifications

• Bachelor’s degree or higher is required.
• Master’s degree is preferred.
• 15+ years of professional experience.
• 7+ years in CX and/or service within logistics or banking.
• Functional experience in project management, treasury, or cash management.
• Experience managing multi-tiered customer care operations.
• Knowledge of lean/process improvement methodologies.

Responsibilities

• Provide strategic oversight for multiple management levels across Customer Care for large financial institutions.
• Lead program and account management for Brink’s largest, complex customers.
• Ensure successful execution of new implementations and service changes with project teams.
• Act as final escalation point for customer service issues across regions.
• Drive root cause analysis and resolution planning with CI and Product teams.
• Champion customer journey mapping and continuous improvement across touchpoints.
• Collaborate to optimize back-office and service delivery processes.
• Lead internal/external business reviews with insights on quality and initiatives.
• Develop and mentor a high-performing leadership team.
• Own customer communications and executive-level reporting for strategic accounts.

Skills

Strategic leadership

Program management

Analytical thinking

Problem solving

Communication

Interpersonal skills

Cross-functional collaboration

Education

Bachelor’s degree or higher

Master’s degree

Job description

Brink’s is seeking a Head of Financial Institution, Customer Experience to provide enterprise-level strategic leadership and oversight for Brink’s Customer Operations, guiding management and associates serving large financial institutions. This role shapes customer experience strategy and drives performance across service processes with data-driven insights.

You will lead end-to-end service delivery transformation, develop future-ready teams, and champion continuous improvement.