Brinks Texas License #C00550

About Brink's:

The Brink’s Company (NYSE:BCO) is a leading global provider of cash and valuables management, digital retail solutions, and ATM managed services. Our customers include financial institutions, retailers, government agencies, mints, jewelers, and other commercial operations. Our network of operations in 52 countries serves customers in more than 100 countries.

We believe in building partnerships that secure commerce and doing that requires fostering an inclusive engaged culture that values people with diverse backgrounds, ideas, and perspectives. We build a sense of belonging, so all employees feel respected, safe, and valued, and we provide equal opportunity to participate and grow.

Job Description

The Customer Experience Project Manager plays a critical role in supporting strategic initiatives that enhance customer experience, operational efficiency, and organizational alignment. This role partners closely with cross-functional teams to drive execution across key programs—including claims transformation, AI enablement, and shared service CX strategies—while ensuring clear communication, cultural alignment, and measurable impact. The ideal candidate is a proactive leader, strong communicator, and relationship builder who thrives in dynamic environments and is passionate about delivering results that reflect Brink’s values and customer-first mindset.

Key Responsibilities

· Program & Project Management

· Lead end-to-end project planning, execution, and delivery for CX initiatives including Claims transformation, customer journeys, measuring success, AI pilots, and Shared service strategies.

· Develop and maintain project plans, timelines, and risk mitigation strategies.

· Track KPIs and report progress to senior leadership.

· Stakeholder Engagement

· Partner with CX, Ops, IT, HR, Risk, Shared Service, Legal, and external vendors to align on goals and execution plans.

· Facilitate cross-functional meetings and ensure accountability across workstreams.

· Serve as a liaison between technical and non-technical teams.

· Communication & Change Management

· Draft and manage internal communications, executive updates, and project dashboards.

· Support change management efforts including training, messaging, and adoption strategies.

· Ensure consistent, transparent communication across all stakeholders and project phases.

· Prepare and facilitate project meetings, including agendas, recaps, and action tracking.

· Process & Innovation

· Document and optimize workflows related to claims and onboarding/offboarding.

· Collaborate with AI and data teams to pilot and scale intelligent automation solutions.

· Identify opportunities for innovation in service delivery and customer experience.

Required Qualifications

· 5–8 years of project or program management experience, preferably in customer experience, operations, or transformation roles.

· Proven success managing cross-functional initiatives in a matrixed environment.

· Strong understanding of customer journey mapping, service design, or claims operations.

· Experience with onboarding/offboarding processes and shared services models.

· Familiarity with AI/automation concepts and digital transformation.

· Proficiency in project management tools (e.g., Smartsheet, Asana, Jira, MS Project).

Preferred Qualifications

· PMP, Lean Six Sigma, or Agile certification.

· Experience in financial services, logistics, or customer care environments.

· Background in CX strategy, VOC programs, or operational excellence.

What’s Next?

Thank you for considering applying for a job at Brink’s. To be considered for this position, you must complete the entire application process, which includes answering all prescreening questions and providing your eSignature.

Upon completion of the application process, you will receive an email confirming that we have received your application. We will review all candidates and notify you of your status should we deem you fit for a job. Thank you again for your interest in a career at Brink’s. For more information about future career opportunities, join our talent network, like our Facebook page or Follow us on X.

Brink’s is an equal opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, marital status, protected veteran status, sexual orientation, gender identity, genetic information, or history or any other characteristic protected by law. Brink’s is also committed to providing a drug-free workplace.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Build a Career with Purpose at Brink’s

For over 165 years, Brink’s has been a trusted global leader in secure logistics and cash and valuables management solutions. Today, we continue to evolve—powered by technology, driven by purpose, and united by values. With a legacy built on trust and a future driven by innovation, Brink’s partners for customer success, empowering businesses across the globe to operate with confidence and peace of mind.

At Brink’s, we operate in more than 100 countries, across cultures and languages, yet we’re one team—committed to protecting what matters most. Our people are at the heart of everything we do. We foster a culture of collaboration, innovation, and continuous learning, where every team member is empowered to grow, take ownership, and make an impact.

No matter which business area or country you are located, Brink’s offers a place to build a meaningful career. Here, you’ll find opportunities to develop your skills, contribute to global solutions, and be part of something bigger. We believe in doing what’s right, working together, and striving for excellence. If you’re looking for a career that combines purpose with performance, Brink’s is the place for you.

Brink’s is proud to be an equal opportunity employer. If you need reasonable accommodations/adjustments during the hiring process, please let your recruiter know we’re here to support you every step of the way.

See the “Terms and Conditions for Brink's” at: Terms of Use - Brink's US (https://us.brinks.com/terms-of-use)

See the “Brink's California Consumer Privacy Notice” at: Brink's California Consumer Privacy Act Notice - Brink's US (https://us.brinks.com/brinks-california-consumer-privacy-act-notice)