Customer Experience Team Leader

Brown & Brown, Inc.; Minneapolis, Northern (MN, KY); Hybrid; USD 125,000 - 175,000; Full time

Benefits offered by this job

Health benefits

401k

Student loan assistance

Tuition reimbursement

Mental health services

Paid time off

Job summary

Brown & Brown, Inc. in Minnesota seeks a Customer Experience Team Leader to guide a service team, uphold Employee Benefits service standards, and drive customer engagement and retention.

You will coach, onboard, and develop staff, partner with leadership to improve delivery, and lead initiatives for growth and renewal planning while traveling 10–15% as needed. A Bachelor’s degree (or equivalent) is preferred, with licenses or designations advantageous.

Qualifications

• 3+ years of employee benefits, insurance, or customer service experience.
• Previous experience leading teams or serving in a senior account management role.
• Ability to travel to customer, industry, and carrier events approximately 10–15% of the time; routine or periodic travel may require driving (acceptable MVR and minimum insurance coverage required).
• Life, Accident & Health License or ability to obtain and maintain licensure.
• CEBS, GBA, or other industry designations preferred.
• 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

Coaching

Customer Service

Communication

Presentation

Education

Bachelor's degree preferred or equivalent professional experience

Life, Accident & Health License or ability to obtain

CEBS, GBA, or other industry designations

Tools

CRM software

Reporting tools

Job description

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers. Brown & Brown is seeking a Customer Experience Team Leader to join our growing team in Minnesota.

The Customer Experience Team Leader is responsible for leading a team of service professionals to deliver an exceptional customer experience, support customer retention, and achieve service excellence goals. This role serves as the primary coach and mentor for team members, helping ensure consistent execution of Employee Benefits service standards, customer engagement strategies, and operational processes.

How You Will Contribute

• 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.

Required 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.
• Ability to travel to customer, industry, and carrier events approximately 10–15% of the time; routine or periodic travel may require driving (acceptable MVR and minimum insurance coverage required).
• Life, Accident & Health License or ability to obtain and maintain licensure.
• Preferred prior leadership experience in an employee benefits brokerage, consulting, or insurance environment.
• CEBS, GBA, or other industry designations.

Pay Range 125,000.00 - 175,000.00 Annual. The pay range provided above is made in good faith and based on our lowest and highest annual salary or hourly rate paid for the role and takes into account years of experience required, geography, and/or budget for the role.

Teammate Benefits & Total Well-Being

• Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
• Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement
• Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
• Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more. Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations.

Recruiting Vendor Disclosure Statement

Brown & Brown does not accept unsolicited resumes from external recruiters, recruitment vendors or employment agencies (“Recruiting Vendors”). Recruiting Vendors must have a valid written agreement and received prior written authorization from an authorized Brown & Brown representative before submitting candidates for any publicly posted role. Any unsolicited resumes submitted to Brown & Brown or its employees become the property of Brown & Brown, and no fees will be paid for such submissions.

The Power To Be Yourself As an Equal Opportunity Employer, we are committed to fostering an inclusive environment comprised of people from all backgrounds, with a variety of experiences and perspectives, guided by our Diversity, Inclusion & Belonging (DIB) motto, “The Power to Be Yourself”. We think of ourselves as a team, so we have teammates - not employees. We strive to attract people who are competitive, driven, and disciplined. Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers. Founded in 1939 as a small, two-partner firm, Brown & Brown (NYSE: BRO) and our team of companies have grown into one of the world’s largest insurance brokerages while staying true to our foundation of trust, resilience, and delivering results. With a team that is as connected locally as it is globally, our high-performing, highly collaborative team delivers innovative risk and insurance solutions. We look for individuals who embrace our culture, thrive in a collaborative environment, are driven to grow and succeed, and are committed to always doing what is right. With a unique culture built on integrity, superior capabilities and grit, we value teamwork, trust and courage. We think of ourselves as a team, so we have teammates—not employees, and leaders—not managers. Everything we do is about the greater “WE”—never “me.”While diverse in abilities and experience, we are all connected through our core values, a commitment to our local communities and a shared mission—always doing what is best for our customers.