Experience Designer

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.

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. You’ll 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. You’ll 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.
• You’ll collaborate with a range of stakeholders, from technical and business SMEs, to process owners, and more. You'll synthesize information and feedback from multiple sources regularly. Exceptional communication skills and the ability to articulate design decisions is a must.