Experience Designer

Liberty Mutual Insurance • Boston, MA

10h • Hybrid

About The Position

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:
You’ll 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:
We’re 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. You'll 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. You’ll 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.

Requirements

• 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

Nice To Haves

• Experience working on enterprise tools and/or with cross-functional teams is a plus.

Responsibilities

• Work in an agile environment with a dispersed team.
• Dig deep into user problems.
• Continuously seek and integrate user feedback.
• Coordinate across multiple facets of the customer experience.
• You’ll collaborate with a range of stakeholders, from technical and business SMEs, to process owners, and more.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level