Remote Head of Financial Institution CX

Brink's; Trenton (NJ); Remote; USD 128,000 - 160,000; Full time

Job summary

Brink’s—a global leader in secure logistics—seeks a Head of Financial Institution, Customer Experience to drive enterprise customer strategy and service excellence across large financial accounts.

You will guide multi-team programs, map journeys, and lead transformational initiatives to deliver effortless, measurable outcomes for clients and Brink’s. Remote US opportunity with executive exposure and career growth.

Qualifications

• Bachelor’s degree or higher.
• 15+ years of professional experience.
• 7+ years in customer experience and/or service background within logistics or banking.
• Functional experience in project management, treasury, or cash management.
• Preferred: Master’s degree.
• 7+ years in armored logistics.
• Experience managing multi-tiered customer care operations in financial, banking, or logistics settings.
• Knowledge of lean/process improvement methodologies.

Responsibilities

• Provide strategic oversight for multiple levels of management, ensuring alignment across Customer Care teams supporting 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 in coordination with internal project teams.
• Act as the final escalation point for customer service issues, cases, and claims across multiple regions.
• Drive root cause analysis and resolution planning in partnership 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, providing 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 Management

Project Management

Customer Interaction Skills

Data-Driven Decision-Making

Leadership

Operational Excellence

Relationship Building

Technology & Innovation

Education

Bachelor’s degree or higher

15+ years of professional experience

7+ years in customer experience and/or service

Master’s degree (preferred)

7+ years in armored logistics

Experience managing multi-tiered customer care operations

Lean/process improvement methodologies

Job description

Brink’s—a global leader in secure logistics—seeks a Head of Financial Institution, Customer Experience to drive enterprise customer strategy and service excellence across large financial accounts.

You will guide multi-team programs, map journeys, and lead transformational initiatives to deliver effortless, measurable outcomes for clients and Brink’s. Remote US opportunity with executive exposure and career growth.