Head of Financial Institution, Customer Experience

Brink’s Inc

. Provide strategic oversight for multiple levels of management and Customer Care teams supporting large financial institutions .

Posted 10/8/2026full-timeRemote • United StatesLead💰 $128,100 - $160,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer experience strategy, project management, and continuous improvement within financial and logistics sectors. Proven ability to lead diverse teams, manage complex customer relationships, and drive operational excellence.

Highest-signal resume keywords

Customer Experience StrategyProject ManagementContinuous Improvement MethodologiesLeadership in Customer Care OperationsAnalytical Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project ManagementCustomer Journey MappingRoot Cause AnalysisLean MethodologiesOperational Delivery ExcellenceData AnalyticsService Delivery OptimizationTreasury ManagementCash ManagementArmored Logistics

Soft Skills

Interpersonal CommunicationRelationship BuildingCollaborative LeadershipPresentation SkillsConsultative Skills

Certifications & Qualifications

Bachelor's DegreeMaster's Degree

Industry Keywords

Financial InstitutionsLogisticsCustomer CareService TouchpointsBusiness ReviewsExecutive ReportingMulti-Tiered OperationsContinuous ImprovementOperational ExcellenceCustomer Insights

About the role

Key responsibilities & impact

Provide strategic oversight for multiple levels of management and Customer Care teams supporting large financial institutions
Lead program and account management for Brink’s largest and most complex customers
Coordinate new implementations and service changes with internal project teams
Serve as the final escalation point for customer service issues, cases, and claims 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 on quality, performance, and strategic initiatives
Manage and develop a high-performing leadership team
Own customer communications and executive-level reporting for strategic accounts
Define and execute customer experience strategies aligned with enterprise goals
Lead end-to-end customer journey design and optimization
Use analytics and customer insights to inform strategy and measure success
Lead continuous improvement and modernization initiatives
Engage National Product, Regional Vice Presidents, Brink’s Executive Team, Account Executives, and Continuous Improvement stakeholders
Prepare for QBRs, resolve major service escalations, develop interim contracts and renewals, assess new-business feasibility and cost, and oversee implementation

Requirements

What you’ll need

Minimum: 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
7+ years in armored logistics preferred
Master’s degree preferred
Experience managing multi-tiered customer care operations in financial, banking, or logistics settings
Knowledge of lean/process improvement methodologies
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

Benefits

Comp & perks

Equal opportunity/affirmative action employer
Drug-free workplace