Remote CX Leader for Financial Institutions

Brink's; United States; À distance; USD 128 000 - 160 000; Plein temps

Avantages offerts par ce poste

Remote work

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Strategic management

Cross-functional collaboration

Project management

Analytical skills

Problem solving

Communication

Leadership

Customer experience

Formation

Bachelor’s degree or higher

Master’s degree

Description du poste

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