Sr. Manager, Customer Experience FI

Brink’s Inc. is a global provider of cash and valuables management, digital retail solutions, and ATM managed services. The Sr. Manager of Customer Experience - Financial Institutions provides strategic leadership and operational oversight for customer operations, leading service delivery, customer relationships, escalations, continuous improvement, and team development.

Responsibilities:

• Lead program and account management for 3–5 of Brink’s largest 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
• 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 project status
• Manage and develop a high-performing team of 5–9 individuals
• Own customer communications and executive-level reporting
• Define and execute customer experience strategies aligned with enterprise goals
• Lead the design and optimization of end-to-end customer journeys
• Partner with Product, Operations, Technology, and Sales to ensure seamless service delivery
• Use analytics and customer insights to inform strategy and measure success
• Inspire, coach, and develop teams to deliver consistent, high-quality service experiences
• Lead continuous improvement initiatives to enhance efficiency and customer outcomes
• Demonstrate accountability, urgency, and a commitment to achieving measurable outcomes
• Foster a culture of integrity, inclusion, and customer obsession. Model and reinforce behaviors that reflect Brink’s values and leadership principles. Promote psychological safety, recognition, and team engagement
• Anticipate challenges, identify opportunities, and take initiative to drive innovation and service excellence
• Encourage creative thinking and experimentation. Lead efforts to modernize processes, adopt new technologies, and deliver differentiated customer experiences
• Cultivate strong, trust-based relationships across internal teams and with external clients. Serve as a connector and collaborator to align goals, resolve issues, and drive shared success
• 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
• Ensure customer service quality and timely issue resolution
• Ensure readiness for new projects (new work or conversions)
• Keep executives apprised of performance, quality, and strategic initiatives
• Uncover root causes underlying recurring service issues in specific branches or regions
• 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
• Drive process improvements and efficiencies related to both back-office activities and service delivery

Requirements:

• Bachelor's degree or higher
• 10+ years of professional experience
• 7+ years in 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
• High integrity and alignment with company values
• Collaborative leadership style
• Proven ability to champion and cultivate a positive, inclusive, and high-performance culture
• Demonstrated proactive leadership with the ability to anticipate needs, drive innovation, and lead change
• Passion for innovation and continuous improvement in customer experience and operational delivery
• Ability to build and sustain strong relationships across all levels of the organization and with external partners
• Master's degree
• 7+ years in armored logistics
• Experience managing customer care operations in financial, banking, or logistics settings
• Knowledge of lean/process improvement methodologies