Director, Group Benefits Client Experience

Associated Agencies Inc; Rolling Meadows (IL); On-site; USD 120,000 - 180,000; Full time

Job summary

Associated Agencies Inc. is seeking a Director of Client Experience, Group Benefits to lead the client and employee experience for our Employee Benefits practice.

This role will shape onboarding, renewal and open enrollment experiences, driving high client satisfaction and retention. You will collaborate with servicing, marketing, and sales teams to standardize journeys, set service standards, and report on key metrics.

Qualifications

• Bachelor's degree in Business Administration, Human Resources, Marketing, or related field.
• 7+ years of client service/experience in employee benefits within brokerage or consulting firms.
• Working knowledge of group health and welfare plans and funding arrangements.
• Understanding of ACA, ERISA, COBRA, HIPAA compliance implications for client service.
• Life & Health license preferred; CEBS, GBA, or similar designation a plus.
• Strong communication skills with internal teams, HR leaders, and carriers.

Responsibilities

• Develop and implement a client experience strategy for the Group Benefits practice.
• Map and standardize the client journey across the plan year.
• Partner with servicing teams to set service standards and reporting.
• Improve client employee experience by escalations and coordination with carriers, TPAs, PBMs.
• Hold carrier and vendor partners accountable to service expectations for implementations and ongoing service needs.
• Collaborate with marketing and sales on client engagement strategies, enrollment materials, and HR education.
• Develop metrics to measure client satisfaction and performance across touchpoints.
• Lead and develop the Client Services team, manage performance and growth.

Skills

Client service

Communication

Team leadership

Project management

Analytical

Interpersonal skills

Prioritization

CRM experience

Education

Bachelor's degree in Business Administration / HR / Marketing or related field

Tools

Employee Navigator

PlanSource

bswift

Applied Epic

Job description

Associated Agencies Inc. is seeking a Director of Client Experience, Group Benefits to lead the client and employee experience for our Employee Benefits practice.

This role will shape onboarding, renewal and open enrollment experiences, driving high client satisfaction and retention. You will collaborate with servicing, marketing, and sales teams to standardize journeys, set service standards, and report on key metrics.