Remote: Head of Financial Institution Customer Experience

Brink's

Lansing (MI)

Remote

USD 128,000 - 160,000

Full time

4 days ago

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Job summary

Brink’s seeks a Head of Financial Institution, Customer Experience to lead enterprise-level customer operations for large financial institutions. The role shapes customer experience strategy, aligning service processes and metrics with Brink’s priorities and driving end-to-end service delivery transformation.

It leverages data-driven insights, cross-functional collaboration, and a culture of continuous improvement to deliver effortless experiences.

Qualifications

Bachelor’s degree or higher is required.
15+ years of professional experience.
7+ years in customer experience and/or service within logistics or banking."

Responsibilities

Provide strategic oversight for multiple levels of management across Customer Care teams serving 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 internal project teams.
Act as final escalation point for customer service issues across regions.
Drive root cause analysis 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 and external business reviews and report on quality and initiatives.
Manage and develop a high-performing leadership team.
Own customer communications and executive-level reporting for strategic accounts.