Content Strategist

Liberty Mutual • Portsmouth, NH

32d

About The Position

Liberty Mutual's USRM Knowledge Management mission is to deliver accurate, efficient, and contextually relevant knowledge that supports frontline employees, strengthens decision-making, and enhances operational performance through advanced technologies like AI. The program aligns knowledge solutions with business goals to improve customer satisfaction, ensure process adherence, reduce costs, and promote a culture of knowledge sharing and continuous improvement. This role is focused on building, leading, and advancing a best-in-class Knowledge Management (KM) capability at Liberty Mutual. It requires deep expertise in KM disciplines-such as content management, information architecture, user experience, taxonomy design, information retrieval, embedded knowledge delivery, and AI enablement-to ensure knowledge is structured, accessible, and ready for machine consumption.

Requirements

• In-depth knowledge and demonstrated proficiency of Knowledge Management (KM), information management, or library sciences competencies, including
• Content Management: Ability to create, share, use, and manage knowledge assets effectively.
• Information Architecture: Knowledge of structuring information systems to facilitate easy access and retrieval of information.
• User Experience Design: Understanding how users interact with knowledge and their behaviors, to improve usability and accessibility.
• Information Retrieval: Expertise in searching and locating information effectively using various tools and methods.
• Taxonomy/Classifying Information: Knowledge of how to effectively categorize knowledge that enables facilitation of information retrieval, sharing, and reuse
• Embedded Knowledge: Designing experiences centered around a push methodology, where content is displayed at the moment of need
• AI Enablement: ensuring that Liberty Mutual's knowledge assets are accurate, structured, machine-readable, and compliant.
• Leading complex projects, where you were responsible for strategic planning and visioning, including:
• Defining long term goals and setting clear direction
• Developing actionable roadmaps and Objectives and Key Results (OKRs) for a core component of a KM program
• Aligning with organizational priorities and goals
• Engaged teammate who demonstrates high performing behaviors, including:
• Facilitating courageous conversations and giving actionable feedback
• Direct and transparent at all levels
• Embraces a people-first mindset that promotes equity and inclusion
• Growth mindset, where you learn from past experience and apply learnings going forward
• Thought leadership and ability to build strong, trusting partnerships
• As typically acquired through a Bachelor`s degree in English, Communications, Journalism or related field or equivalent experience and 2+ years of experience in a related field
• Experience leading content initiatives from ideation through implementation
• Exposure to human-centered design practices and product development methodologies
• Strong attention to detail and ability to manage multiple projects simultaneously
• Exceptional written and oral communication skills
• Comfortable interacting with all levels of the company
• Ability to present projects and status reports
• Strong relationship building, networking, and collaboration skills

Nice To Haves

• Degree in applicable field, including MLIS, Information Management, or Knowledge Management, is preferred

Responsibilities

• Develop and implement comprehensive knowledge management strategies:
• Use content strategy methods, including human centered design, to find ways to improve the user experience through KM program core components
• Deliver content and platform experiences in adherence with our KM standards and governance
• Make decisions and recommendations based on data, analysis, observations, and feedback
• Use storytelling to convey complex strategies and make them compelling
• Lead a KM portfolio, including building portfolio OKRs that are aligned to KM capability and business goals, and achieve measurable key results in-line with organizational goals
• Manage multiple projects simultaneously, ensuring timely delivery and alignment with business and KM program goals
• Contribute to a best in class knowledge capability by delivering the right content to the right person at the right time to drive the right business outcomes
• Drive innovation through embracing new technology, approaches, ideologies, such as AI
• Create and maintain positive stakeholder relationships, across varied capability owners
• Thoughtfully balance delivering on the work we are doing to win today while simultaneously setting ourselves up to win in the future
• Stay up to date with industry trends and best practices to continuously evolve our KM program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Insurance Carriers and Related Activities
• Number of Employees: 5,001-10,000 employees