Brown & Brown is seeking a
Customer Experience Team Leaderto 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 Range125,000.00 - 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-BeingWe go beyond standard benefits, focusing on the total well-being of our teammates, including:
- 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.
