Head of Financial Institution, Customer Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide strategic guidance for various management levels and Customer Care teams that assist major financial institutions.

• Oversee program and account management for Brink’s most significant and complex clients.

• Coordinate new implementations and service modifications with internal project teams.

• Act as the ultimate escalation point for customer service issues, cases, and claims across different regions.

• Lead root cause analysis and resolution planning alongside Continuous Improvement and Product teams.

• Advocate for customer journey mapping and ongoing enhancements across service interactions.

• Collaborate across departments to optimize back-office and service delivery processes.

• Conduct internal and external business reviews focused on quality, performance, and strategic initiatives.

• Manage and nurture a high-performing leadership team.

• Oversee customer communications and executive-level reporting for strategic accounts.

• Define and implement customer experience strategies that align with enterprise objectives.

• Direct the end-to-end design and optimization of the customer journey.

• Utilize analytics and customer insights to guide strategy and assess success.

• Spearhead continuous improvement and modernization initiatives.

• Engage with National Product, Regional Vice Presidents, Brink’s Executive Team, Account Executives, and Continuous Improvement stakeholders.

• Prepare for QBRs, address significant service escalations, develop interim contracts and renewals, evaluate new business feasibility and costs, and oversee implementation.

⛳️ Requirements

• Minimum: Bachelor’s degree or higher.

• 15+ years of professional experience.

• 7+ years in customer experience and/or service roles within logistics or banking.

• Functional expertise 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 environments.

• Knowledge of lean/process improvement methodologies.

• Strong consultative, analytical, and problem-solving abilities.

• Excellent interpersonal, communication, and presentation skills.

• Strong business acumen and relationship-building capabilities.

• Collaborative leadership style with a proven ability to lead large, diverse teams.

• Demonstrated proactive leadership with the capability to anticipate needs, drive innovation, and lead change.

• Passionate about continuous improvement and operational delivery excellence.

• Ability to influence decisions and outcomes at multiple organizational levels.

🏝️ Benefits

• Equal opportunity/affirmative action employer.

• Drug-free workplace.