The Baldwin Group · 6 hours ago
Client Experience Leader, Commercial Risk - Insurance Advisory Solutions, Southwest Region
United States
Full-time
Remote
Senior Level
7+ years expThe Baldwin Group is an award-winning entrepreneur-led insurance brokerage firm specializing in Commercial Insurance and Risk Management. The Senior Client Experience Leader will lead a team of Client Experience Leaders and Client Managers, focusing on delivering exceptional service and developing strategies to enhance client relationships and satisfaction.
CreditEmployee BenefitsFinancial ServicesInsuranceRisk Management
Responsibilities
Effectively coaches, mentors and manages and assists in the professional development of their leaders and their team to ensure colleagues learn, grow and thrive
Team Leadership: They lead and mentor a team of experienced associates, establish performance expectations, and provide ongoing feedback and coaching. They lead leaders as well as a team of service colleagues
Training and Education: They identify and work with other departments to develop training programs delegate to CEL and Team Leads for training programs that enhance understanding of client engagement and emphasize a customer-centric approach within the organization. They identify and recommend improvements to various client service processes, promoting efficiency and a high-standard of service delivery across the organization
Cross-Functional Collaboration: They collaborate with other internal departments, like sales, marketing, operations and product development as well as National teams to ensure a seamless client experience across all interaction and touchpoints. To ensure proper implementation of processes and procedures. Matriculation of priorities to client experience team under our purvey
Innovation: They keep up-to-date with industry trends and technologies impacting client experience and look for ways to implement these advancements within their own organization
In partnership with the Director/Sr. Director of Client Experience, leads the execution of client segmentation strategy to ensure that overall business goals, profitability and retention goals are met in a conducive and collaborative environment
Strategy Development: The Senior Client Experience Leader helps design and implement strategies that cultivate positive client relationships. They analyze key metrics to evaluate client satisfaction and determine areas for improvement
Crisis Management: They swiftly resolve any significant client issues or crises, ensuring complete resolution and minimal damage to the client or carrier partner relationship. Senior level has a level of discernment of what is a real urgent issue vs. what is urgent and important. High Emotional Intelligence and Situational Leadership skills in order to coach other leaders
Client Advocacy: They work to improve products and services based on client feedback. They are the clients' voice within the organization, ensuring their needs are understood and addressed, course corrected, at all levels. Senior Client Experience Leader exposure is more escalated client experience issues, root cause analysis, etc. They create client retention strategies, ensuring clients remain satisfied and loyal to the company over the long term
Qualification
Required
Minimum 7 years of related experience in a service industry and in a leadership capacity, 5+ years' experience in leadership required
Ability to measure and analyze key performance indications
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Exceptional written, verbal and interpersonal communication skills
Excellent knowledge of MS Office products and mobile device platforms and Advanced Excel Skills
Demonstrates the firms core values, exuding behavior that is aligned with the firms culture
Maintains all licenses as required by the State Department of Insurance to provide consultation and solutions in states where the firm functions
Experience with Agency Management System and/or other CRM related software
Preferred
10+ years of experience in insurance
Some travel required
Preference will be given to applicants in our Southwest Region (Oklahoma City, Houston, Dallas)
Company
The Baldwin Group
The Baldwin Group is an advisory firm that delivers insurance, risk mitigation, and wealth management solutions for businesses. It is a sub-organization of The Baldwin Group.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$1.5BKey Investors
Gallatin Point Capital
2025-12-10Post Ipo Debt· $600M
2025-03-26Post Ipo Debt· $110M
2024-05-08Post Ipo Debt· $600M
Leadership Team
Jim Roche
President, The Baldwin Group and CEO, Underwriting, Capacity, & Technology Solutions
Richard Tallo
Chief Marketing Officer at The Baldwin Group
Recent News
Beinsure - Insurance, Reinsurance, InsurTech Insights
2026-01-14
2026-01-13
Company data provided by crunchbase