Head of Financial Institution, Customer Experience

Brink's; United States; Remote; USD 128,000 - 160,000; Full time

Benefits offered by this job

Remote work

Job summary

Brink’s is seeking a Head of Financial Institution, Customer Experience to provide enterprise-level strategic leadership for Brink’s Customer Operations, guiding management and teams serving large financial institutions. This role shapes customer experience strategy and drives end-to-end service improvements.

The position leads cross-functional initiatives, uses data-driven insights, and champions continuous improvement to deliver an effortless and high-performing customer experience across

Qualifications

• Bachelor’s degree or higher.
• 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 across Customer Care teams.
• Lead program and account management for Brink’s largest and most 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 with Continuous Improvement and Product teams.
• Champion customer journey mapping and continuous improvement across service touchpoints.
• Collaborate to optimize back-office and service delivery processes.
• Lead internal and external business reviews with insights on quality and performance.
• Manage and develop a high-performing leadership team.

Skills

Strategic management

Cross-functional collaboration

Project management

Analytical skills

Problem solving

Communication

Leadership

Customer experience

Education

Bachelor’s degree or higher

Master’s degree

Job description

Pay Range:

(Minimum to mid pay range specific to NY, CA, CO, WA, MD)

128,100.00 - 160,100.00 USD Annual

Brinks Texas License #C00550

#LI-Remote

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

The Head of Financial Institution, Customer Experience provides enterprise-level strategic leadership and operational oversight for Brink’s Customer Operations, guiding multiple layers of management and associates serving large financial institutions. This role is a key influencer in shaping customer experience strategy, driving alignment of service processes and performance metrics with Brink’s mission, vision, and strategic priorities. This position leads end-to-end service delivery transformation, ensuring Brink’s consistently meets and exceeds customer expectations by delivering an effortless experience. Leveraging data-driven insights, emerging technologies, and cross-functional collaboration, this leader fosters a high-performance culture, develops future-ready teams, and champions continuous improvement across all customer touchpoints.

Key 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 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.

Leadership Traits

• Enterprise Strategic Leadership: Define and execute customer experience strategies aligned with enterprise goals.
• Customer Journey Ownership: Lead the design and optimization of end-to-end customer journeys across multiple teams.
• Cross-Functional Collaboration: Partner with Product, Operations, Technology, and Sales to ensure seamless service delivery.
• Data-Driven Decision-Making: Use analytics and customer insights to inform strategy and measure success.
• People Leadership: Inspire, coach, and develop leaders and associates to deliver consistent, high-quality service experiences.
• Operational Excellence: Lead continuous improvement initiatives to enhance efficiency and customer outcomes.
• Influential Leadership: Build credibility and influence across all levels of the organization. Effectively advocate for customer needs and operational priorities to shape enterprise decisions.
• Culture Champion: Foster a culture of integrity, inclusion, and customer obsession. Promote psychological safety, recognition, and engagement.
• Proactive Leadership & Innovation: Anticipate challenges, identify opportunities, and lead modernization efforts to deliver differentiated customer experiences.
• Relationship Building: Cultivate strong, trust-based relationships across internal teams and with external clients.

Key Stakeholder Engagement

• National Product
  • Ensure training is executed for major changes in customer SWIs and/or for new business.
  • Ensure ongoing accuracy of profiles related to new implementations or optimization efforts.
  • Ensure successful implementation by project teams.
• Regional Vice Presidents
  • Ensure customer service quality and timely issue resolution.
  • Ensure readiness for new projects (new work or conversions).
• Brink’s Executive Team
  • Keep executives apprised of performance, quality, and strategic initiatives.
• Regional Continuous Improvement
  • Uncover root causes underlying recurring service issues in specific branches or regions.
• Account Executive
  • Prepare for QBRs.
  • Resolve major service escalations.
  • Develop and execute interim contracts and renewals.
  • Determine feasibility and effort (i.e., cost) of new business and oversee implementation.
• National Continuous Improvement
  • Drive process improvements and efficiencies related to both back-office activities and service delivery.

Critical Competencies

• Strategic Management – Identifies and executes on strategic opportunities with existing customers to strengthen relationships, increase revenue, and reduce Brink’s cost to serve.
• Brink’s Organizational Acumen – Coordinates and influences internal stakeholders across multiple functions.
• Project Management – Organizes, manages, and tracks the status of customer projects, including new business implementations and optimizations.
• Brink’s Operational Knowledge – Possesses working knowledge of operations across key lines of business (CIT, CVS, ATM, CSF).
• Problem Solving and Root Cause Identification – Collaborates with stakeholders to resolve recurring customer issues.
• Customer Interaction Skills – Communicates with stakeholders at all levels in a highly responsive and professional manner.
• Drive for Results – Maintains a relentless focus on outcomes, accountability, and measurable impact
• Customer Experience Metrics Expertise – Deep understanding of CES (Customer Effort Score), CSAT (Customer Satisfaction), and NPS (Net Promoter Score) to measure and improve service performance.
• Technology & Innovation – Knowledge of AI technologies and their application in customer service to enhance efficiency, personalization, and predictive support.

Qualifications

• Minimum:
  • Bachelor’s degree or higher.
  • 15+ years of professional experience.
  • 7+ years in customer experience and/or service background within logistics or banking.
  • Functional experience in project management, treasury, or cash management.
• Preferred:
  • Master’s degree.
  • 7+ years in armored logistics.
  • Experience managing multi-tiered customer care operations in financial, banking, or logistics settings.
  • Knowledge of lean/process improvement methodologies.
  • Professional Skills
  • Strong consultative, analytical, and problem-solving skills.
  • Excellent interpersonal, communication, and presentation abilities.
  • Strong business acumen and relationship-building capabilities.
  • Collaborative leadership style with proven ability to lead large, diverse teams.
  • Demonstrated proactive leadership with ability to anticipate needs, drive innovation, and lead change.
  • Passion for continuous improvement and operational delivery excellence.
  • Ability to influence decisions and outcomes across multiple levels of the organization.

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. Brink’s is also committed to providing a drug-free workplace.

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.