Remote Chief CX Executive for Financial Institutions

Brink's; Hartford (CT); Remote; USD 128.000 - 160.000; Vollzeit

Benefits dieser Stelle

Remote work

Competitive compensation

Career development

Zusammenfassung

Brink's is seeking a seasoned Head of Financial Institution, Customer Experience to lead enterprise-level customer operations for major financial institutions from a remote US location. You will shape the customer experience strategy, drive end-to-end service delivery improvements, and guide a high-performing team through data-driven insights and cross-functional collaboration.

The role requires 15+ years of experience in CX/service, with 7+ years in logistics or banking, and a track record of

Qualifikationen

• Bachelor’s degree required; 15+ years of professional experience.
• 7+ years in customer experience/service within logistics or banking.
• Experience managing multi-tiered customer care operations and complex programs.

Aufgaben

• Provide strategic oversight for senior management across Customer Care teams serving large financial institutions.
• Lead program and account management for Brink’s largest, most complex customers.
• Ensure successful implementations and service changes in coordination with project teams.
• Act as final escalation point for customer service issues and claims 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 cross-functionally to optimize back-office and service delivery processes.
• Lead internal/external business reviews and report on quality, performance, and initiatives.
• Develop and mentor a high-performing leadership team and ensure accountability across levels.
• Own customer communications and executive-level reporting for strategic accounts.

Kenntnisse

Strategic leadership

Customer journey

Cross-functional collaboration

Data-driven decisions

People leadership

Operational excellence

Influential leadership

Culture champion

Proactive leadership

Relationship building

Ausbildung

Bachelor’s degree or higher

Master’s degree

Jobbeschreibung

Brink's is seeking a seasoned Head of Financial Institution, Customer Experience to lead enterprise-level customer operations for major financial institutions from a remote US location. You will shape the customer experience strategy, drive end-to-end service delivery improvements, and guide a high-performing team through data-driven insights and cross-functional collaboration.

The role requires 15+ years of experience in CX/service, with 7+ years in logistics or banking, and a track record of