Product Owner II/III

This is a grade range posting grade 17/18. Your background and qualifications will be evaluated against the skills and experiences required for the position

Product Owner III – CREST & IA Customer Servicing, Insurance Professional Portfolio | Personal Lines

Join the Insurance Professional Service Experience portfolio as a Product Owner II/III supporting CREST and IACS — Liberty Mutual’s modern servicing ecosystem for employees, Independent Agents, and partners. This role owns high-impact servicing capabilities across rate, renewal, and cancellation journeys, real-time guidance and recommendations, and the broader service framework that connects CREST/IACS to key enterprise experiences. Your work will directly support Liberty Mutual’s growth, profitability, retention, and customer experience goals by helping users deliver smarter, faster, and more consistent service.

Why This Role Matters

• Business-critical scope: Own servicing journeys that influence retention, customer conversations, and policy outcomes.
• Strategic platform impact: Shape foundational servicing capabilities used daily by employees, independent agents, and partners.
• Intelligent servicing: Help scale real-time recommendations, contextual guidance, and next-best-action capabilities.
• Cross-functional visibility: Partner across service, distribution, analytics, data science, UX, architecture, engineering, telephony, claims, and peer product teams.

What You’ll Own

• Rate, Renewal & Cancellation Journeys: Lead experiences that support users during key customer conversations, using intelligent recommendations, contextual knowledge, retention tools, and performance-driving capabilities.
• Real-Time Guidance: Define how leads, upsell opportunities, retention tactics, and other recommendations are surfaced in servicing workflows to improve business outcomes.
• Service Framework: Manage framework capabilities that support a consistent, scalable, and secure experience across servicing platforms, including platform integrations, authentication/authorization, and audit controls.

Key Responsibilities

• Define and communicate a clear product vision, roadmap, and priorities aligned to business and enterprise goals.
• Own and prioritize a complex backlog tied to measurable business outcomes.
• Partner with analytics, data science, UX, engineering, architecture, and business stakeholders to deliver scalable solutions.
• Use data and product health metrics to identify opportunities, measure impact, and guide decisions.
• Lead stakeholder alignment, manage dependencies, and communicate trade-offs across teams and portfolios.

Ideal Candidate

• Strategic, outcome-oriented product thinker
• Comfortable navigating ambiguity and cross-team dependencies
• Strong communicator with proven stakeholder influence
• Data-driven and focused on measurable impact
• Passionate about improving servicing experiences for employees, agents, partners, and customers
• Insurance, servicing platform, or modernization experience preferred