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 is a strategic facilitator and coordinator of multiple IT and customer experience initiatives, including the development of AI solutions. This role is central to driving progress across complex, cross-functional programs and ensuring alignment with organizational goals.

Success in this position requires advanced storytelling capabilities tailored to executive audiences, supported by expert-level PowerPoint and Excel skills to create compelling, data-driven presentations. The Project Manager will own and evolve process journeys, serve as a key contributor to CX technology strategy, and maintain momentum across diverse teams and deliverables.

Operating within a multifaceted business model, the ideal candidate is a proactive communicator and relationship builder who thrives in dynamic environments and is passionate about delivering measurable impact aligned with Brink's customer-first values.

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.

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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).

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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 Nex

t?

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.