Head of Financial Institution CX & Service Transformation

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.

Key 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.

Leadership Traits

• Enterprise Strategic Leadership: Define and execute customer experience strategies aligned with enterprise goals.
• Customer Journey Ownership: Lead the design and optimization of end-to-end customer journeys across multiple teams.
• Cross-Functional Collaboration: Partner with Product, Operations, Technology, and Sales to ensure seamless service delivery.
• Data-Driven Decision-Making: Use analytics and customer insights to inform strategy and measure success.
• People Leadership: Inspire, coach, and develop leaders and associates to deliver consistent, high-quality service experiences.
• Operational Excellence: Lead continuous improvement initiatives to enhance efficiency and customer outcomes.
• Influential Leadership: Build credibility and influence across all levels of the organization. Effectively advocate for customer needs and operational priorities to shape enterprise decisions.
• Culture Champion: Foster a culture of integrity, inclusion, and customer obsession. Promote psychological safety, recognition, and engagement.
• Proactive Leadership & Innovation: Anticipate challenges, identify opportunities, and lead modernization efforts to deliver differentiated customer experiences.
• Relationship Building: Cultivate strong, trust-based relationships across internal teams and with external clients.

Key Stakeholder Engagement

• National Product
  • Ensure training is executed for major changes in customer SWIs and/or for new business.
  • Ensure ongoing accuracy of profiles related to new implementations or optimization efforts.
  • Ensure successful implementation by project teams.

• Regional Vice Presidents
  • Ensure customer service quality and timely issue resolution.
  • Ensure readiness for new projects (new work or conversions).

• • Brink's Executive Team
    • Keep executives apprised of performance, quality, and strategic initiatives.

  • Regional Continuous Improvement
    • Uncover root causes underlying recurring service issues in specific branches or regions.

  • Account Executive
    • Prepare for QBRs.
    • Resolve major service escalations.
    • Develop and execute interim contracts and renewals.
    • Determine feasibility and effort (i.e., cost) of new business and oversee implementation.

  • National Continuous Improvement
    • Drive process improvements and efficiencies related to both back-office activities and service delivery.

Critical Competencies

• • Strategic Management - Identifies and executes on strategic opportunities with existing customers to strengthen relationships, increase revenue, and reduce Brink's cost to serve.
  • Brink's Organizational Acumen - Coordinates and influences internal stakeholders across multiple functions.
  • Project Management - Organizes, manages, and tracks the status of customer projects, including new business implementations and optimizations.
  • Brink's Operational Knowledge - Possesses working knowledge of operations across key lines of business (CIT, CVS, ATM, CSF).
  • Problem Solving and Root Cause Identification - Collaborates with stakeholders to resolve recurring customer issues.
  • Customer Interaction Skills - Communicates with stakeholders at all levels in a highly responsive and professional manner.
  • Drive for Results - Maintains a relentless focus on outcomes, accountability, and measurable impact
  • Customer Experience Metrics Expertise - Deep understanding of CES (Customer Effort Score), CSAT (Customer Satisfaction), and NPS (Net Promoter Score) to measure and improve service performance.
  • Technology & Innovation - Knowledge of AI technologies and their application in customer service to enhance efficiency, personalization, and predictive support.

Qualifications

• 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.
• Preferred:
  • 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.
  • Professional Skills
  • 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.