Remote Head of Customer Experience — Financial Institutions

Brink's; Dover (DE); 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 leadership for Brink’s Customer Operations, guiding management and staff serving large financial institutions. This role shapes customer experience strategy and leads end-to-end service delivery improvements.

The leader will use data-driven insights to drive performance, develop future-ready teams, and champion continuous improvement across all customer touchpoints.

Qualifications

• Bachelor’s degree or higher required; advanced degrees preferred.
• 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.
• Lean/process improvement methodologies knowledge.

Responsibilities

• Provide strategic oversight for multiple management levels across Customer Care for 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 with project teams.
• Serve 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 initiatives.
• Develop and mentor a high-performing leadership team and accountability.
• Own customer communications and executive reporting for strategic accounts.

Skills

Strategic leadership

Customer experience

Project management

People leadership

Analytical skills

Communication skills

Cross-functional collaboration

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 leadership for Brink’s Customer Operations, guiding management and staff serving large financial institutions. This role shapes customer experience strategy and leads end-to-end service delivery improvements.

The leader will use data-driven insights to drive performance, develop future-ready teams, and champion continuous improvement across all customer touchpoints.