Customer Experience Team Leader

Bridge Specialty Group•Minneapolis, MN

1d•Onsite

About The Position

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.

Requirements

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 ).
Life, Accident & Health License or ability to obtain and maintain licensure.

Nice To Haves

Prior leadership experience in an employee benefits brokerage, consulting, or insurance environment.
CEBS, GBA, or other industry designations.

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.