Director, User Research

Description

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 experience. You will lead a team of two user researchers aiming to improve the customer experience. This role engages with senior stakeholders across the business within U.S. Retail Markets and requires a deep understanding of the 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 customers’ 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 Customer Experience Team – which includes managing stakeholders, prioritizing work using the USRM business priorities, supporting the growth and development of two other UX Researchers, focused heavily on customer experiences.
• Spearhead custom, unique and highly complex research initiatives to inform our customer 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

Qualifications :

About Us

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.

At Liberty Mutual, our goal is to create a workplace where everyone feels valued, supported, and can thrive. We build an environment that welcomes a wide range of perspectives and experiences, with inclusion embedded in every aspect of our culture and reflected in everyday interactions. This comes to life through comprehensive benefits, workplace flexibility, professional development opportunities, and a host of opportunities provided through our Employee Resource Groups. Each employee plays a role in creating our inclusive culture, which supports every individual to do their best work. Together, we cultivate a community where everyone can make a meaningful impact for our business, our customers, and the communities we serve. 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

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