Senior Director, Financial Institution CX

Brink's; Cheyenne (WY); Remote; USD 128,000 - 160,000; Full time

Job summary

Brink’s is seeking a visionary Head of Financial Institution, Customer Experience to lead end-to-end customer service for major financial institutions. The role drives enterprise strategy, process optimization, and high-level collaboration across Product, Operations, Technology, and Sales to deliver an effortless customer journey.

Leaders will guide teams, manage complex implementations, and report on performance and outcomes, ensuring exceptional service and measurable impact across regions.

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.

Responsibilities

• Provide strategic oversight for multiple levels of management across Customer Care teams servicing 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 multiple regions.
• Drive root cause analysis and resolution planning 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, providing insights on quality and strategic initiatives.
• Manage and develop a high-performing leadership team across levels.
• Own customer communications and executive-level reporting for strategic accounts.

Education

Bachelor’s degree or higher

Job description

Brink’s is seeking a visionary Head of Financial Institution, Customer Experience to lead end-to-end customer service for major financial institutions. The role drives enterprise strategy, process optimization, and high-level collaboration across Product, Operations, Technology, and Sales to deliver an effortless customer journey.

Leaders will guide teams, manage complex implementations, and report on performance and outcomes, ensuring exceptional service and measurable impact across regions.