Liberty Mutual
Director, User Research
Job Description
Pay Philosophy
The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.
Description
About Us:
At Liberty Mutual, we’re on a mission to provide our customers and business owners with peace of mind by safeguarding what they value most when they need it the most. Join us in making a meaningful impact on people’s lives through the power of research and strategy.
Job Overview:
We are seeking a dynamic and data-driven Director of User Research to join our Experience Research team focusing on the Claims Domain. You will lead a team of two user researchers aiming to improve the adjuster experience. This role oversees the management of stakeholders across all lines of business and requires a deep understanding of U.S. Retail Markets business priorities. You will spend a majority of your time planning and executing complex research, while also prioritizing work and supporting the growth and development of your team.
You will play a key role in shaping our claims user experience and translating insights into tangible impact. As part of the U.S. Retail Markets division, our Experience Research team is dedicated to designing, transforming, and delivering user-centric, efficient, and effective digital-first experiences for our diverse range of stakeholders.
Working alongside a blend of user and market researchers, you will collaborate closely with cross-functional teams including UX, Product, Process, and Technology to advocate for the user while aligning with business objectives. Our overarching mission is to gain unparalleled insights into our customers, agents, and employees, empowering us to drive strategic decision-making, develop innovative strategies, and maintain a competitive edge in the industry.
Key Responsibilities:
Lead Adjuster Claims Experience Team which includes managing stakeholders, prioritizing work utilizing the USRM business priorities, supporting the growth and development of two other UX Researchers, focused heavily on Lumen.
- Spearhead custom, unique and highly complex research initiatives to inform our claims experience strategy, directly impacting user satisfaction and driving business outcomes.
- Champion our end-users by seamlessly integrating insights from diverse sources, including primary and secondary research, industry news, and operational data.
- Forge high-trust partnerships with colleagues across multiple teams and departments, fostering collaboration and innovation.
- Be a recognized expert within the organization utilize expert-level knowledge to train others in user research methodologies and educate stakeholders on best practices and standards.
- Lead high-visibility research projects, collaborating closely with key stakeholders such as UX, Product Owners, Process, IT, Analytics, and more.
- Lead the objective-setting and discovery process, including user persona development, journey-mapping, and interpretation of user goals.
- Influence business partners to act on research insights by providing clear, actionable recommendations and relevant business context.
- Communicate findings with clarity and impact, tailoring your message for senior and executive-level stakeholders.
- Embrace diversity of perspective and foster effective collaboration with cross-functional teams to achieve shared goals.
Qualifications:
- 8+ years of UX Research experience in a corporate agile setting, Bachelor’s degree in Human Factors, Human-Computer Interaction, Information Design, Master’s degree preferred
- Expertise in a wide range of qualitative and quantitative research methods, including usability studies, interviews, focus groups, surveys, card sorts, and heuristic reviews
- Exceptional communication skills, adept at translating data into actionable insights both verbally and in writing
- Expertise in data-driven storytelling, transforming raw data into compelling narratives and visualizations
- Familiarity with quantitative and qualitative research tools like Qualtrics and UserZoom, as well as UX methodologies such as Design Thinking and Lean UX
- Commitment to ongoing learning and staying current with industry techniques and tools
- Strong organizational, analytical, critical thinking, and team-building abilities
- Proven track record of effective collaboration with cross-functional teams
- Proficient in Microsoft Office applications (Word, Excel, PowerPoint)
What Sets You Apart:
- Proven ability to mentor and develop a small but impactful team
- Experience in setting research priorities and aligning them with business needs
- Deep understanding of insurance claims processes, workflows, and pain points from both the customer and employee perspective
- Ability to balance long-term strategic research with quick-turnaround usability testing for product improvement
- Strong storytelling skills to translate research into compelling narratives for stakeholder buy-in
Qualifications
- As typically acquired through a Bachelor`s degree or equivalent experience and 10+ years of experience in a related field
- Expertise and ability to train others in methodologies such as Agile, Design Thinking, Lean UX, and Lean Startup
- Familiarity with the following core disciplines, with demonstrated mastery in at least two and expertise in two others: visual design, UX design, prototyping, front-end development, user research and/or experiment design
- Ability to coach and mentor design talent to develop their skills and improve their performance
- Requires excellent communication, interpersonal, organizational and team building skills, business judgment, and expertise in directing the efforts of a technical staff
- Must possess strong analytical, strategic, project management, decision-making and problem-solving skills
- Proven track record of collaborating effectively at all levels of the organization
About Us
As a purpose-driven organization, Liberty Mutual is committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. Through strong relationships, comprehensive benefits and continuous learning opportunities, we seek to create an environment where employees can succeed, both professionally and personally.
At Liberty Mutual, we believe progress happens when people feel secure. By providing protection for the unexpected and delivering it with care, we help people embrace today and confidently pursue tomorrow.
We are proud to support a diverse, equitable and inclusive workplace, where all employees feel a sense of community, belonging and can do their best work. Our seven Employee Resource Groups (ERGs) offer a centralized, open space to bring employees and allies together to connect, learn and engage.
We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://LMI.co/Benefits
Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran’s status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.
Fair Chance Notices
