Head of Financial Institution CX — Remote

Brink's; Denver (CO); 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 for Brink’s Customer Operations serving large financial institutions. This role guides management and frontline teams to deliver exceptional, data-driven customer outcomes across regions.

The ideal candidate has 15+ years in CX or service within logistics or banking, and strong program management, lean/process improvement skills, and the ability to drive end-to-end service

Qualifications

• Bachelor’s degree or higher required; Master’s preferred.
• 15+ years professional experience.
• 7+ years in customer experience or service within logistics or banking.
• Experience leading multi-layer teams and programs.

Responsibilities

• Provide strategic oversight for multiple levels of management in Customer Care for large financial institutions.
• Lead program and account management for major customers and successful implementations.
• Escalation point for service issues across regions; drive root-cause analysis and improvements.
• Champion customer journey mapping and cross-functional collaboration for service delivery.
• Develop and coach leadership teams, ensuring high performance and accountability.
• Own executive-level reporting and communications for strategic accounts.

Skills

Strategic Leadership

Cross-Functional Collaboration

Project Management

Data-Driven Decision Making

People Leadership

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 for Brink’s Customer Operations serving large financial institutions. This role guides management and frontline teams to deliver exceptional, data-driven customer outcomes across regions.

The ideal candidate has 15+ years in CX or service within logistics or banking, and strong program management, lean/process improvement skills, and the ability to drive end-to-end service