Director, User Research

About Us:

At Liberty Mutual, we're on a mission to provide our customers and business owners with peace of mind by safeguarding what they value most when they need it the most. Join us in making a meaningful impact on people's lives through the power of research and strategy.

Job Overview:

We are seeking a dynamic and data-driven Director of User Research to join our Experience Research team focusing on the Direct Sales experience. You will lead a team of two user researchers supporting our growth investments in our Digital and Call Center sales channels. This role engages with senior stakeholders across the business within U.S. Retail Markets and requires a deep understanding of the U.S. Retail Markets business priorities. You will spend a majority of your time planning and executing complex research, while also prioritizing work and supporting the growth and development of your team.

You will play a key role in shaping our customers’ user experience and translating insights into tangible impact. As part of the U.S. Retail Markets division, our Experience Research team is dedicated to designing, transforming, and delivering user-centric, efficient, and effective digital-first experiences for our diverse range of stakeholders. Working alongside a blend of user and market researchers, you will collaborate closely with cross-functional teams including UX, Product, Process, and Technology to advocate for the user while aligning with business objectives. Our overarching mission is to gain unparalleled insights into our customers, agents, and employees, empowering us to drive strategic decision-making, develop innovative strategies, and maintain a competitive edge in the industry.

Key Responsibilities:

• Lead Direct Distribution Win-Now Team – which includes managing stakeholders, prioritizing work utilizing the USRM business priorities, supporting the growth and development of two other UX Researchers, focused heavily on growth initiatives in the Digital and Call Center sales channels.

• Spearhead custom, unique and highly complex research initiatives to inform our direct sales strategy, directly impacting user satisfaction and driving business outcomes.

• Champion our end-users by seamlessly integrating insights from diverse sources, including primary and secondary research, industry news, and operational data.

• Forge high-trust partnerships with colleagues across multiple teams and departments, fostering collaboration and innovation.

• Be a recognized expert within the organization – utilize expert-level knowledge to train others in user research methodologies and educate stakeholders on best practices and standards.

• Lead high-visibility research projects, collaborating closely with key stakeholders such as UX, Product Owners, Process, IT, Analytics, and more.

• Lead the objective-setting and discovery process, including user persona development, journey-mapping, and interpretation of user goals.

• Influence business partners to act on research insights by providing clear, actionable recommendations and relevant business context.

• Communicate findings with clarity and impact, tailoring your message for senior and executive-level stakeholders.

• Embrace diversity of perspective and foster effective collaboration with cross-functional teams to achieve shared goals.