Remote Head of Financial Institution CX & Strategy

Brink's; Topeka (KS); Remote; USD 128,000 - 160,000; Full time

Job summary

Brink’s is seeking a Head of Financial Institution, Customer Experience to lead enterprise-level customer operations for large financial institutions. You will shape customer experience strategy, align service processes with Brink’s priorities, and drive end-to-end transformation to deliver an effortless customer journey.

In this role, you will manage senior teams, oversee implementations, and partner with Product, Operations, Technology, and Sales to optimize performance and reporting for

Qualifications

• Bachelor’s degree or higher required; Master’s preferred.
• 15+ years of professional experience.
• 7+ years in customer experience and/or service (logistics or banking).
• Experience with project management, treasury, or cash management.
• Master’s degree preferred for advanced leadership roles.
• Experience managing multi-tiered customer care operations.
• Knowledge of lean/process improvement methodologies.

Responsibilities

• Provide strategic oversight for 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.
• Act as 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 cross-functionally to optimize back-office and service delivery processes.
• Lead internal and external business reviews and report on quality, performance and initiatives.
• Develop and grow a high-performing leadership team across levels.

Skills

Strategic leadership

Customer journey ownership

Cross-functional collaboration

Data-driven decision making

People leadership

Operational excellence

Influential leadership

Culture champion

Proactive leadership

Relationship building

Education

Bachelor’s degree or higher

Master’s degree

Job description

Brink’s is seeking a Head of Financial Institution, Customer Experience to lead enterprise-level customer operations for large financial institutions. You will shape customer experience strategy, align service processes with Brink’s priorities, and drive end-to-end transformation to deliver an effortless customer journey.

In this role, you will manage senior teams, oversee implementations, and partner with Product, Operations, Technology, and Sales to optimize performance and reporting for