Customer Experience Lead – Employee Benefits

Brown & Brown Insurance; Minneapolis (MN); On-site; USD 125,000 - 175,000; Full time

Benefits offered by this job

Health benefits

401k

Student loan assistance

Paid time off

Job summary

Brown & Brown Insurance in Minnesota seeks a Customer Experience Team Leader to guide a service-focused group and deliver exceptional client experiences. You will mentor staff, drive performance, and ensure consistent application of benefits service standards across accounts.

The role emphasizes leadership, relationship building, and strategic collaboration with leadership to improve efficiency, retention, and overall customer satisfaction within our Employee Benefits practice.

Qualifications

• Bachelor's degree preferred or equivalent professional experience.
• 3+ years of employee benefits, insurance, or customer service experience.
• Previous experience leading teams or serving in a senior account management role.
• Effective communication, presentation, coaching, and leadership skills.
• Strong understanding of employee benefits, service delivery, and customer relationship management.
• Demonstrated ability to coach and develop team members.
• Excellent communication and organizational skills.

Responsibilities

• Lead, coach, and develop account management and service team members.
• Conduct regular performance discussions, provide feedback, and support career development.
• Assist with onboarding and training of new teammates.
• Foster a positive, collaborative, and high-performing team culture.
• Support workforce planning and identify talent development opportunities.
• Ensure consistent delivery of Employee Benefits service standards and customer experience expectations.
• Partner with leadership to improve efficiency and service delivery.
• Promote proactive customer engagement and relationship management.
• Monitor and support customer satisfaction and retention efforts across accounts and identify opportunities for improvement.
• Assist with complex customer service issues, escalations, and renewal planning.
• Drive adoption of technology, reporting tools, and operational best practices.
• Lead or participate in customer strategy discussions and growth opportunities.
• Lead or participate in new business presentations and transition activities as requested.

Skills

Leadership

Customer service

Communication

Coaching

Education

Bachelor's degree or equivalent

Job description

Brown & Brown Insurance in Minnesota seeks a Customer Experience Team Leader to guide a service-focused group and deliver exceptional client experiences. You will mentor staff, drive performance, and ensure consistent application of benefits service standards across accounts.

The role emphasizes leadership, relationship building, and strategic collaboration with leadership to improve efficiency, retention, and overall customer satisfaction within our Employee Benefits practice.