Head of Financial Institution, Customer Experience

Brinks • Coppell, TX

2d

About The Position

The Head of Financial Institution, Customer Experience provides enterprise-level strategic leadership and operational oversight for Brink’s Customer Operations, guiding multiple layers of management and associates serving large financial institutions. This role is a key influencer in shaping customer experience strategy, driving alignment of service processes and performance metrics with Brink’s mission, vision, and strategic priorities. This position leads end-to-end service delivery transformation, ensuring Brink’s consistently meets and exceeds customer expectations by delivering an effortless experience. Leveraging data-driven insights, emerging technologies, and cross-functional collaboration, this leader fosters a high-performance culture, develops future-ready teams, and champions continuous improvement across all customer touchpoints.

Requirements

• 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.
• Strong consultative, analytical, and problem-solving skills.
• Excellent interpersonal, communication, and presentation abilities.
• Strong business acumen and relationship-building capabilities.
• Collaborative leadership style with proven ability to lead large, diverse teams.
• Demonstrated proactive leadership with ability to anticipate needs, drive innovation, and lead change.
• Passion for continuous improvement and operational delivery excellence.
• Ability to influence decisions and outcomes across multiple levels of the organization.

Nice To Haves

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior