Customer Experience Team Leader (Employee Benefits)

Location: Minneapolis, Minnesota, USA

Salary: $125,000–$175,000 annual

Company

Brown & Brown provides insurance and employee benefits brokerage and consulting services.

What you will do

• Lead, coach, and develop account management and service team members.
• Conduct performance discussions, provide feedback, support career development, and assist with onboarding and training.
• Ensure consistent delivery of employee benefits service standards and customer experience expectations.
• Support customer engagement, satisfaction, retention, complex service issues, escalations, and renewal planning.
• Improve efficiency through technology adoption, reporting tools, workforce planning, and operational best practices.
• Participate in customer strategy discussions, growth opportunities, new business presentations, and transition activities.

Requirements

• Bachelor’s degree preferred, or equivalent professional experience.
• At least 3 years of experience in employee benefits, insurance, or customer service.
• Previous team leadership experience or experience in a senior account management role.
• Strong communication, presentation, coaching, leadership, organizational, and customer relationship management skills.
• Ability to travel to customer, industry, and carrier events approximately 10–15% of the time; driving may require an acceptable motor vehicle record and minimum insurance coverage.
• Life, Accident & Health license, or the ability to obtain and maintain licensure.

Nice to have

• Leadership experience in an employee benefits brokerage, consulting, or insurance environment.
• CEBS, GBA, or another relevant industry designation.

Culture & Benefits

• Meritocratic culture focused on customer outcomes and self-directed contribution.
• Medical, prescription, dental, vision, life, and disability insurance.
• Employee stock purchase plan, 401(k), student loan assistance, and tuition reimbursement.
• Mental health and enhanced advocacy services.
• Paid time off, holidays, preferred partner discounts, and additional benefits subject to eligibility.