Senior Experience Designer

Advance your career at Liberty Mutual Insurance — A Fortune 100 Company

Senior Experience Designer- Content — USRM Service and Claims

*This position will have hybrid in-office requirements if you are located within 50 miles of Portsmouth, NH, Boston, MA, Seattle, WA, Columbus, OH, 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 UX 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 hiring two Senior Experience Designers with a content focus to join the USRM Service and Claims domains to help modernize our direct-to-consumer and internal applications. The Service role will support the self-service portal with a primary focus on web and mobile app. The Claims role will support our internal Claims application assisting claims adjusters help our customers. You’ll create clear, user-centered content and experiences for Liberty Mutual customers and employees that drive metrics such as application adoption, ease, and customer retention.

In this senior-level role you'll:

• Dig into user problems and advocate for the customer. You’ll understand complex product requirements and interaction-design challenges, align stakeholder needs across cross-functional teams, and create solutions that solve user and business problems while keeping the customer top of mind.
• Champion concise, effective content. You'll translate complex information into simple, easy-to-understand guidance that helps customers feel confident about their policy, coverage, and price.
• Own your work in an agile, distributed team. You’ll operate with autonomy, influence product decisions, and help drive adoption of self-service tools that boost retention and satisfaction.
• Deliver user-centered design solutions that support best-in-class digital tools. You'll align content experiences across multiple squads, drive consistency, and define processes to ensure work is of the highest quality.
• Identify content opportunities and use research to iterate. You’ll initiate and contribute to research, run concept tests and usability sessions, and apply findings to improve information architecture and language so the experience is more usable and easier to understand.
• Collaborate across disciplines and communicate clearly. You’ll work closely with experience designers, researchers, engineers, product managers, business SMEs, and process owners, sharing work early, seeking and integrating constructive feedback, synthesizing input from multiple sources, and clearly articulating design and content decisions.

• As typically acquired through a Bachelor`s degree or equivalent experience and 7+ years of experience in a related field:Experience using methodologies such as Agile, Design Thinking, Lean UX, and Lean Startup
• Familiarity with the following core disciplines, with demonstrated expertise in at least two and familiarity with two others: visual design, UX design, prototyping, front-end development, user research and/or experiment design
• Exceptional written and oral communication skills
• Proven ability to present projects and status reports to senior management
• Strong organization and analytic thinking skills, with ability to translate moderately complex content into user scenarios, flows and diagrams
• Proven track record of collaborating effectively with cross-functional teams