Customer Experience Team Lead - Employee Benefits

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

Benefits offered by this job

Health Benefits

401k

Tuition Reimbursement

Paid Time Off

Job summary

Brown & Brown in Minnesota seeks a Customer Experience Team Leader to guide a service team, ensuring best-in-class customer experiences and strong retention across accounts.

You will coach, mentor, and onboard teammates, fostering a collaborative, high-performing culture while partnering with leadership to improve efficiency and service delivery.

The role requires 3+ years in employee benefits, insurance, or customer service, and a willingness to travel about 10–15% for events and client visits.

Qualifications

• Bachelor's degree or equivalent professional experience.
• 3+ years of employee benefits, insurance, or customer service experience.
• Experience leading teams or in senior account management.
• Strong communication, presentation, and leadership skills.
• Travel about 10-15% of the time; valid MVR and minimum insurance coverage required.

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

Customer experience leadership

Coaching

Team development

Communication

Employee benefits knowledge

Education

Bachelor's degree

Job description

Brown & Brown in Minnesota seeks a Customer Experience Team Leader to guide a service team, ensuring best-in-class customer experiences and strong retention across accounts.

You will coach, mentor, and onboard teammates, fostering a collaborative, high-performing culture while partnering with leadership to improve efficiency and service delivery.

The role requires 3+ years in employee benefits, insurance, or customer service, and a willingness to travel about 10–15% for events and client visits.