Product Owner

We deliver our customers peace of mind every day by helping them protect what they value most. Come join the U.S Retail Markets Experience and Strategy organization as a Product Owner (PO) II. We have two openings aligned to our Insurance Professional Service Experience portfolio and will help deliver on our mission to create reusable, efficient, and personalized service experiences that drive value in every interaction.

Product Owner II – I manage Servicing via Salesforce and Agency Preferences within the Insurance Professional portfolio (Small Commercial).

This Product Owner owns these journeys for employees and independent agents, contributing to efficiency, ease of use, and satisfaction. They partner closely with Research and Design and will drive innovation and strategic direction to transform how we deliver exceptional service - ensuring scalable, efficient, and customer-centric solutions.

Focus includes:

• Servicing customers currently through Salesforce. Works closely with various stakeholders on new features, increase efficiency, and optimize call deflection. Build out a vision for the future, establish a multi-year roadmap, and gain buy-in from stakeholders through research, data, and voice of the customer.
• Agency Preferences: Newly funded and formed to reimagine and modernize how agents set and manage preferences, including both their agency and customers. Work with Distribution peers on a seamless experience with the Agent Portal and partner closely with tech on a common solution that could support Personal Lines.

Product Owner II - I manage rate/renewal/cancellation, real-time guidance, and service framework experiences within the Insurance Professional portfolio (Personal Lines)  

This Product Owner owns these service-related journeys for independent agents, employees, and partners, directly contributing to Liberty Mutual’s growth, profitability, and retention goals. They partner cross-functionally with various squads while also managing several business, analytics, and tech stakeholders to deliver a world class service experience.

Focus includes:

• Rate/renewal/cancellation journey: Sets the vision and leads the experience for helping a customer during their rate & renewal conversations, leveraging key capabilities such as intelligent recommendations, contextual knowledge, and gamification.
• Real-time guidance: Sets the vision and leads the experience for integrating real-time intelligent guidance (e.g., leads, upsells, retention tactics, etc.); partners closely with enablement & data science partners to identify & scale new recommendations; partners with various teams to influence the ability to leverage the guidance in a thoughtful manner to maximize business outcomes.
• Service Framework: Manages our service framework technology, driving strategy and ensuring we design & scale key capabilities while preserving a consistent & cohesive experience; assesses authentication and authorization and supports audit controls; leads platform connections with external teams such as Telephony, Right Track, and Claims

As a member of the Agile team, the Product Owner represents the voice of the customer and the organization through the delivery of business value. This person works closely with stakeholders (business and technology) and understands customers` problems and business objectives in detail to ensure the problems are clearly defined, prioritized and the squad/team is focused on the most valuable work.

In these roles you can expect to:

• Collaborates to create product vision and alignment with strategic priorities with stakeholders. Contributes to the development of the portfolio vision. Communicates product and portfolio vision to their squad/team and other squads/teams outside their portfolio/functional area.
• With the squad/team, collaboratively accountable for developing and achieving product level KPIs. Manages product(s) with a moderate degree of strategy, scope, and complexity.
• Owns and maintains the product backlog and is accountable for its contents and prioritization. Accountable for clear, actionable user stories.
• Sets priorities and actively participates in squad/team quarterly planning. Collaborate with more senior Product Owners to set priorities for portfolio quarterly planning.
• Sets expectations with stakeholders for delivery of new capabilities, features, and functionalities. Participates in squad/team demos, retrospectives, and all other ceremonies.
• Works daily with the agile working group, clarifying business requirements, removing roadblocks, constantly communicating, and supporting alignment around product strategy.
• Collaborates with IT and business leadership to align development and business goals and priorities while working with stakeholders and squad/team to remove roadblocks to execution. Resolves open issues/questions quickly and efficiently.
• Monitors and maintains the product health, supporting long-term product viability and efficiency, and balancing long and short term and costs with?desired outcomes.
• Analyzes and reports on feasibility, cost of delay ramifications, economies, or other aspects of planned or potential changes to the product.
• Understands regulatory, compliance, and other industry constraints on the product and prioritizes accordingly. Negotiates with internal and external squads/teams to ensure priorities are aligned across squads/teams both within and outside the portfolio.
• Collaboratively builds the squad/team product roadmap, contributes to strategy inputs from stakeholders. May contribute to program/portfolio level planning. Influences stakeholder expectations for delivery of new capabilities, features, and functionalities.
• Communicates expected value and any changes in value to be delivered in each iteration (sprint, monthly, quarterly, etc.) based on the squad/team-determined capacity.
• Leads customer-driven design and usability testing for the squad/team. Collaborates on CDD and UT across the portfolio. Ensures a well-positioned product through market & industry analysis.

• Knowledge of Agile development methodologies and IT project management as typically acquired through a Bachelors` degree in relevant field (business, computer science, humanities etc.) and a minimum of 3 to 5 years direct experience with agile teams as well as 7 years in business, technology, or consulting.
• Able to depict and explain the importance of complex ideas, issues and designs to varied audiences; educate SBU/department(s) on business vision and plan and the impact of change.
• Able to influence a diverse group of stakeholders; strong leadership skills.
• Able to make difficult and quick decisions daily.
• Strong problem solver with demonstrated ability to lead a team to push the solutions and progress.
• Experience in the insurance industry preferred.
• Knowledge of relevant products and portfolio preferred.
• Strong experimental mindset to drive innovation amongst uncertainty.