Liberty Mutual Insurance are hiring a
Experience Designer
Description
Advance your career at Liberty Mutual Insurance — A Fortune 100 Company
Product Designer — USRM Customer Servicing
This position will have hybrid in-office requirements if you are located within 50 miles of Portsmouth, NH, Boston, MA, Seattle, WA, or Plano, TX
Join the USRM User Experience organization at Liberty Mutual! At Liberty Mutual, we believe progress happens when people feel secure. Our purpose is to help people embrace today and confidently pursue tomorrow, and design plays a vital role in making that possible.
Our Experience Design (UX) organization is on a mission to inspire confidence and trust in all the people who touch our brand, crafting experiences that reflect our purpose in every interaction. We strive to provide the best digital quoting, customer service, and claims experiences in the industry — delivering innovative, intuitive solutions that empower customers, agents, and prospects.
About the team:
Youll join the US Retail Markets Experience Design organization — a dynamic, growing team of nearly 100 product designers, content designers, and UX developers united by empathy, curiosity, and craft.
We tackle problems through the human lens, and we create experiences that simplify complexity and help people feel secure in the moments that matter most. Our team culture values inclusion, creativity, and collaboration.
About this role:
Were looking for a Product Designer to join the USRM Servicing domain to support a diverse product set that includes digital communication channels like chat and text, IVR and telephony, and front-line employee knowledge and training tools – with a growing emphasis on AI integration.
This role will partner with Product Owners and technical specialists to iteratively refine existing tools and explore solutions to complex problems across the company. Under general direction, you will deliver user-centered design solutions that support the creation of best-in-class digital tools aimed at improving employee and customer satisfaction and efficiency while influencing behavior to drive retention, sales, and claims accuracy.
Youll experience a high degree of autonomy as you support individual product teams, while also being a part of a mature UX organization collaborating with product designers, other content designers, and user researchers.
You will optimize multi-step user flows using various design tools (e.g., experience and service design maps, journey maps, concepts, storyboards, and prototypes). All designers are expected to maintain the defined UX and brand standards in the execution of visual and interaction design. Youll be the advocate for the end user within a cross-functional team and work collaboratively by sharing work early and often, seeking constructive feedback, and integrating feedback to improve solutions.
In this role you will:
- Work in an agile environment with a dispersed team. You will attend daily agile ceremonies with your aligned teams, partnering closely with designers, product owners, and engineers, as well as business stakeholders, marketers, analysts, and researchers.
- Dig deep into user problems. Youll be tasked with understanding complex product requirements and interaction design problems to create experiences that innovate, solve user and business problems, and exceed user expectations.
- Continuously seek and integrate user feedback. You will help identify user research needs and participate in immersive user research, concept testing, and usability testing to evaluate UX effectiveness and determine where and how to optimize the experience.
- Coordinate across multiple facets of the customer experience. Youll learn a complex product ecosystem and collaborate with other teams to ensure a seamless experience for the user. Experience working on enterprise tools and/or with cross-functional teams is a plus.
- Youll collaborate with a range of stakeholders, from technical and business SMEs, to process owners, and more. Youll synthesize information and feedback from multiple sources regularly. Exceptional communication skills and the ability to articulate design decisions is a must.
Qualifications
As typically acquired through a Bachelor`s degree or equivalent experience and 5+ years of experience in a related field:
- Familiarity with methodologies such as Agile, Design Thinking, Lean UX, and Lean Startup
- Familiarity with the following core disciplines, with demonstrated proficiency in at least two: visual design, UX design, prototyping, front-end development, user research and/or experiment design
- Exceptional written and oral communication skills
- Ability to present projects and status reports to team leadership
- Strong organization and analytic thinking skills, with ability to translate content into user scenarios, flows and diagrams
- Proven track record of collaborating effectively with cross-functional teams
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.
