Senior Researcher, User Research

Liberty Mutual Insurance • Washington, DC

3d

About The Position

At Liberty Mutual, we help people live with confidence by protecting what matters most when they need it most. As a Senior User Researcher, you’ll play a critical role in shaping service experiences that support millions of customers, agents, and employees at meaningful moments.
You’ll join our Experience Research team, where research is a strategic driver—not a checkbox. This role offers the chance to influence enterprise-level decisions, partner with diverse teams, and turn deep user insights into tangible business impact.
The Role
We’re looking for a curious, data-driven Senior User Researcher to support our Service Domain. You’ll work in an agile, cross-functional environment alongside UX designers, product leaders, engineers, and analysts to create digital-first service experiences that balance user needs with business goals.
This role is well-suited for someone who brings strong methodological expertise, communicates insights with confidence, and thrives in complex, fast-moving organizations.

Requirements

• Bachelor`s degree in Human Factors, Human Computer Interaction, Information Design or related field and minimum of 2 years of related experience.
• Master`s degree in Human Factors, Human Computer Interaction, Information Design or related field with 0-2 years of related experience or equivalent work experience.
• Experience applying (in a business setting) user research methods (e.g. usability testing, online surveys, interviews, contextual inquiry, focus groups) and methodologies, such as Design Thinking and Lean UX.

Nice To Haves

• Experience conducting UX research in a corporate, agile environment
• A background in Human Factors, Human-Computer Interaction, Information Design, or a related field
• Confidence working independently while exercising sound business judgment
• Experience influencing stakeholders through evidence-based recommendations
• Comfort adapting to change and navigating ambiguity
• Exposure to insurance or financial services is a plus, but not required
• A strong commitment to diversity, equity, and inclusion, valuing different perspectives

Responsibilities

• Plan and execute moderate to complex UX research initiatives, using methods such as usability studies, interviews, focus groups, surveys, card sorting, and heuristic evaluations
• Synthesize insights from multiple data sources—including primary research, secondary research, and operational data—to inform service experience strategy
• Partner closely with UX, Product, Technology, Analytics, and Operations teams to embed research into decision-making
• Support discovery efforts through persona development, journey mapping, and user needs analysis
• Translate research findings into clear, compelling stories and visualizations that drive action
• Present insights to senior and executive stakeholders, tailoring communication to different audiences
• Apply strong analytical, organizational, and critical-thinking skills to manage multiple initiatives
• Use industry-standard research tools and methodologies, including platforms like Qualtrics and UserZoom, and frameworks such as Design Thinking and Lean UX
• Stay current with emerging research trends, tools, and best practices

Benefits

• comprehensive benefits
• workplace flexibility
• professional development opportunities
• opportunities provided through our Employee Resource Groups

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees