Head of Financial Institution CX & Strategy

Brink's; Phoenix (AZ); Remote; USD 128,000 - 160,000; Full time

Job summary

Brink’s is seeking a seasoned leader to serve as Head of Financial Institution, Customer Experience. This remote, full-time role guides Brink’s Customer Operations, shaping service strategy and performance across large financial accounts.

You will lead end-to-end delivery improvements, drive data-driven decision making, and build future-ready teams across regions while partnering with Product, Operations, Technology and Sales to deliver a seamless, differentiated customer experience.

Qualifications

• Bachelor’s degree or higher in a relevant field.
• 15+ years of professional experience.
• 7+ years in customer experience and/or service in logistics or banking.
• Functional experience in project management, treasury, or cash management.
• Master’s degree preferred; 7+ years in armored logistics.

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 in coordination with internal project teams.
• Act as the final escalation point for customer service issues across multiple regions.
• Drive root cause analysis and resolution planning 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 with 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 Journey Ownership

Cross-Functional Collaboration

Data-Driven Decision-Making

People Leadership

Operational Excellence

Influential Leadership

Culture Champion

Proactive Leadership

Relationship Building

Education

Bachelor’s degree or higher

Master’s degree

Job description

Brink’s is seeking a seasoned leader to serve as Head of Financial Institution, Customer Experience. This remote, full-time role guides Brink’s Customer Operations, shaping service strategy and performance across large financial accounts.

You will lead end-to-end delivery improvements, drive data-driven decision making, and build future-ready teams across regions while partnering with Product, Operations, Technology and Sales to deliver a seamless, differentiated customer experience.