Product Owner

Join Liberty Mutual’s US Retail Markets Servicing Solutions portfolio as a Product Owner III supporting our servicing platform — the internal application used by service representatives and independent agents to manage and service their customers. You will own UI/experience specific capabilities our employees and independent agents rely on every day to view customer information, service policies, manage updates, and take action across the customer lifecycle. You will lead strategy and delivery for core customer management capabilities — including customer data integration, 360° customer overview experiences, profile and information management, and intelligent alerting — ensuring our servicing professionals have accurate, actionable, and streamlined tools to support customers efficiently. This is a high-impact role operating at the center of our US retail servicing ecosystem, balancing near-term delivery with long-term modernization as we simplify systems and retire legacy applications.

Why This Role Matters

• Critical to daily operations: The platform you support is used every day by service representatives and independent agents across US Retail Markets.
• Employee & agent experience focus: Improve the tools that power servicing workflows — reducing friction, improving data visibility, and driving efficiency.
• Strategic modernization: Help unify customer data experiences and accelerate retirement of legacy systems.
• High visibility: Regular interaction with senior leaders to align roadmap priorities and outcomes.
• Cross-functional leadership: Partner closely with engineering, UX, research, data & analytics, architecture, and business stakeholders across Service and Distribution.

What You’ll Own

You will own a portfolio of customer-centric capabilities within the servicing platform, including:

• Customer data ingestion and integration across systems
• 360° customer overview experiences
• Customer profile and information management
• Enterprise/global alerting and notifications
• Workflow enhancements that improve agent and employee productivity
• KPI definition and product health monitoring

Key Responsibilities

Product Strategy & Roadmap

• Define and communicate a clear product vision and multi-quarter roadmap aligned to US Retail Markets priorities.

• Balance persona needs (internal employees and independent agents) while driving platform convergence where possible.
• Establish measurable value hypotheses and success metrics for major initiatives.

Agile Product Ownership

• Own and prioritize a complex backlog focused on delivering measurable operational and experience outcomes.
• Translate servicing and distribution needs into clear, testable user stories and acceptance criteria.
• Collaborate daily with engineering, design, and research to ensure delivery aligns with strategic intent.
• Participate in quarterly planning and sprint ceremonies to drive transparency and commitment alignment.

Data & Performance Management

• Define and monitor product-level KPIs tied to efficiency, usability, and servicing outcomes.
• Partner with analytics teams to measure value realization and inform prioritization decisions.
• Proactively identify ecosystem risks and opportunities across interconnected systems.

Stakeholder Engagement

• Represent the voice of service representatives and independent agents within the Agile team.
• Lead alignment conversations across Service, Distribution, and Technology stakeholders.
• Communicate roadmap trade-offs, dependencies, and impacts clearly to technical and executive audiences.

Ideal Candidate Must Have

• 5+ years product management or product owner experience working directly with Agile delivery teams.
• Demonstrated experience owning end-to-end product lifecycle: vision, roadmap, backlog, and KPIs.
• Strong stakeholder management: proven ability to align cross-functional teams and influence business and technical leaders.
• Able to write clear, testable user stories and acceptance criteria; hands-on backlog management.
• Data-driven decision making: experience defining product KPIs and using analytics to measure outcomes.
• Comfortable operating in ambiguity and high-complexity environments; ability to make trade-offs.
• Excellent written and verbal communication skills, including presenting to senior leadership.
• Experience working with research, design, and engineering to translate customer needs into intuitive UI experiences.

• Advanced knowledge of Agile development methodologies as typically acquired through a Bachelors’ degree in relevant field (business, computer science, humanities etc.), 7 years in business, technology, or consulting with 5 to 7 years direct experience with agile teams
• Master's degree preferred
• High level of proven business expertise needed to set clear priorities for product and understand business value impacts
• Develops strong stakeholder relationships and influencing across multiple organizational boundaries
• Demonstrated experience leading varied audiences through the development of complex ideas, issues and designs
• Ability to lead varied audiences through census building
• Proven experience with Agile practices and expectations
• Comfortable with making decisions with some level of uncertainty
• Strong communication skills, both written and verbal
• Knowledge of insurance industry preferred
• Knowledge of relevant products and portfolio strongly preferred
• Strong experimental mindset to drive innovation amongst uncertainty and exploit market opportunities