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Director, Customer Experience
Liberty Mutual
Boston, MA

Advance your career at Liberty Mutual Insurance - A Fortune 100 Company!

The U.S. Consumer Markets Customer Advocacy Office (CAO) fosters a culture of customer-centricity across U.S. Consumer Markets by providing the tools, training, processes and support to empower each employee to consistently deliver peace of mind every day to our customers to drive profitable growth. Were looking for people who are passionate about transforming the countrys fifth largest personal lines insurer into a customer and employee experience leader.
As a Customer Experience Director in Customer Advocacy, you will join a high performing group that is empowered to create a world class customer experience. The team builds rich insights based on voice-of-customer research, and then designs an ideal future state experience using design thinking principles. The individual will be expected to design highly innovative and visible projects that are transformative to the customer experience. Additionally, he/she will be expected to work with cross-functional partners and create organizational buy-in. The right person for this role will have a blend of consumer intuition, creativity, and execution orientation.
  • Identifies and prioritizes impactful customer experience solutions.
  • Directs cross-functional U.S. Consumer Markets stakeholders in building great omni-channel experiences for our customers.
  • Leads voice-of-customer research to understand current state customer experience, pain points, and unmet needs. Includes research activities such as analysis of surveys and operational metrics, customer focus groups, frontline employee focus groups, RCPS-identified opportunities, etc.
  • Leads a group of CAO and other USCM Managers in designing future-state omni-channel customer experiences that improve NPS, based on new current-state knowledge. Utilizes design thinking principles such as persona development, rapid ideation, and how might we? thinking.
  • Partners with experience designers to prototype new experiences and test with customers.
  • Presents current state findings and recommended future-state design to functional heads, Senior Vice Presidents, and Managers across USCM. Negotiates recommendations with leadership, finding balance of CX improvement and operational efficiency.
  • Supports planning and budgeting process for CAO projects.
  • Consistently collaborates with peers across USCM to ensure a consistent end-to-end customer experience.
  • Manages a small team of individual contributors and provides oversight to ensure the completion of work in a timely and efficient manner.
  • Prepares periodic written reports for Senior Managers regarding project status and keeps Senior Managers informed of project direction and re negotiates direction as necessary.
  • Makes presentations regarding team direction and recommendation to group Senior Manager / Vice President / CCO.


  • Bachelors degree required. MBA preferred.
  • At least 10 years of relevant experience, ideally within in a project or program management environment. Management experience is a plus.
  • Proven track record of delivering impactful cross-functional improvements to the omni-channel customer experience
  • Understanding of and experience utilizing Design Thinking principles to improve customer experience
  • Current on new methods of integrating technology with business strategy.
  • Consumer research experience (e.g., surveys, segmentation / personas development, focus groups, etc.)
  • Collaborative disposition with a proven ability to influence leadership and indirect peers.
  • Natural curiosity to get into the details.
  • Able to translate customer needs into business solutions using creative problem solving.
  • Effective communication skills for writing reports/proposals and creating/making presentations.
  • Ability to work independently and lead cross-functional groups during projects.
We recognize that talented people are attracted to companies that provide competitive pay, comprehensive benefits packages and outstanding advancement opportunities. For this reason we offer a Comprehensive Benefits Plan that includes the following:
  • 401K and Company paid pension plan
  • Medical coverage
  • Dental coverage
  • Paid time-off
  • Pay-for-Performance
  • Discounts on automobile and homeowner's insurance
  • Discount fitness memberships
  • Flexible spending accounts
  • Tuition reimbursement
  • Vision care coverage
  • Work/Life resources
  • Credit Union membership
  • Employee and Dependent life insurance
  • Disability insurance
  • Accidental death & dismemberment insurance

At Liberty Mutual, we give motivated, accomplished professionals the opportunity to help us redefine what insurance means; to work for a global leader with a deep sense of humanity and a focus on improving and protecting everyday lives. We create an inspired, collaborative environment, where people can take ownership of their work; push breakthrough ideas; and feel confident that their contributions will be valued and their growth championed.


Were dedicated to doing the right thing for our employees, because we know that their fulfillment and success leads us to great places. Life. Happiness. Innovation. Impact. Advancement. Whatever their pursuit, talented people find their path at Liberty Mutual.

Job: Strategy & Planning
Primary Location: United States-Massachusetts-Boston
Schedule: Full-time
Salary: $125,200-$163,900
Education Level: Bachelor's Degree (±16 years)
Travel: Yes, 10 % of the Time

Company Info

Munich, Germany
1001 to 5000 employees
Company - Private
Information Technology
$100 to $500 million (USD) per year
Nagarro is a custom software development and business consulting company that provides business consulting and technology services to its clients. It differentiates itself by being a global services provider which focuses on providing agility at scale to its customers and thus by being extremely flexible and customer-centric.

Nagarro focuses on achieving this by having a culture of attracting and empowering bright and passionate people who have freedom to take the decisions they deem best for their customers. This, accompanied by an extremely flat culture, allows Nagarro to not only deliver the promise of enterprise agile to it's customers, but also provides a solid learning and high growth experience to it's people.
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