The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.
DescriptionAt 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 currently seeking a dynamic and data-driven Senior User Researcher to join our Experience Research team focusing on the Claims Domain. You will play a key role in shaping our claims 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.
**This role may have in-office requirements based on candidate location.**
In this pivotal role, you will:
Spearhead custom, moderate to complex research initiatives to inform our claims experience 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. Lead high-visibility research projects, collaborating closely with key stakeholders such as UX, Product Owners, IT, Analytics, and more. Contribute to and potentially lead the objective-setting and discovery process, including user persona development, journey-mapping, and interpretation of user goals. Showcase your ability to 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.
The ideal candidate will have:
2+ years of UX Research experience in a corporate agile setting, Bachelor’s degree in Human Factors, Human-Computer Interaction, Information Design, Master’s degree preferred Expertise in a wide range of qualitative and quantitative research methods, including usability studies, interviews, focus groups, surveys, card sorts, and heuristic reviews Exceptional communication skills, adept at translating data into actionable insights both verbally and in writing Expertise in data-driven storytelling, transforming raw data into compelling narratives and visualizations Familiarity with quantitative and qualitative research tools like Qualtrics and UserZoom, as well as UX methodologies such as Design Thinking and Lean UX Commitment to ongoing learning and staying current with industry techniques and tools Strong organizational, analytical, critical thinking, and team-building abilities Proven track record of effective collaboration with cross-functional teams Proficient in Microsoft Office applications (Word, Excel, PowerPoint)What Sets You Apart:
Experience in the insurance or financial services industry A track record of independent decision-making with strong business judgment Flexibility to adapt and excel in a dynamic environment A commitment to diversity and inclusion, actively embracing and promoting different perspectives
What We Offer:
Competitive salary and performance-based bonuses. Comprehensive benefits package, including healthcare, dental, and retirement plans. Opportunities for professional development and growth within Liberty Mutual. A supportive and inclusive company culture that values diversity. Flexibility in work arrangements to promote work-life balance.
If you're passionate about improving user experiences, driven by data, and eager to be a part of a dynamic team, we invite you to join us.
Qualifications Bachelor`s degree in Human Factors, Human Computer Interaction, Information Design or related fieldand minimum of 2 years of related experience. Master`s degree in Human Factors, Human Computer Interaction, Information Design or related field with 0-2 years of related experience. Or equivalent work experience. Experience applying (in a business setting) user research methods (e.g. usability testing, online surveys, interviews, contextual inquiry, focus groups) and methodologies, such as Design Thinking and Lean UX. About Us
**This position may have in-office requirements depending on candidate location.**
At Liberty Mutual, our purpose is to help people embrace today and confidently pursue tomorrow. That's why we provide an environment focused on openness, inclusion, trust and respect. Here, you'll discover our expansive range of roles, and a workplace where we aim to help turn your passion into a rewarding profession.
Liberty Mutual has proudly been recognized as a "Great Place to Work" by Great Place to Work® US for the past several years. We were also selected as one of the "100 Best Places to Work in IT" on IDG's Insider Pro and Computerworld's 2020 list. For many years running, we have been named by Forbes as one of America's Best Employers for Women and one of America's Best Employers for New Graduates as well as one of America's Best Employers for Diversity. To learn more about our commitment to diversity and inclusion please visit: https://jobs.libertymutualgroup.com/diversity-inclusion
We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://LMI.co/Benefits
Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.
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