Advance your career at Liberty Mutual Insurance - A Fortune 100 Company
UX Director II - Customer Service Experience (Self Service)
Hybrid role for candidates within 50 miles of Portsmouth, NH; Boston, MA; Seattle, WA; or Plano, TX.
Shape the Future of Digital Customer Experience
At Liberty Mutual, we believe progress happens when people feel secure. Our purpose is to help people embrace today and confidently pursue tomorrow, and design plays a vital role in making that possible.
Our User Experience (UX) organization is on a mission to inspire confidence and trust in all the people who touch our brand, crafting experiences that reflect our purpose in every interaction. We strive to provide the best digital quoting, customer service, and claims experiences in the industry, delivering innovative, intuitive solutions that empower customers, agents, and prospects.
About the Team
You’ll join the US Retail Markets UX Design organization, a dynamic, growing team of nearly 100 product designers, content designers, and UX developers united by empathy, curiosity, and craft.
We tackle problems through the human lens, and we create experiences that simplify complexity and help people feel secure in the moments that matter most. Our team culture values inclusion, creativity, and collaboration
About the Role
We’re looking for a UX Director II to lead a talented group of 8 -10 product and content designers focused on shaping Liberty Mutual’s self-service experiences, the digital tools customers use to manage their policies, make payments, update information, and get help.
This is a high-impact leadership role within our digital servicing ecosystem, spanning web and mobile platforms across multiple insurance lines, including Auto, Home, Renters, and telematics programs.
As the UX Director for Customer Service Experience, you’ll define and drive the strategic vision for our digital servicing products, ensuring every interaction builds trust, reduces friction, and empowers customers to take confident action. You’ll lead your team to enhance customer satisfaction, influence behavior, improve retention, and reduce operational costs through thoughtful, human-centered design.
What You’ll Do
Join us and help make insurance simpler, smarter, and more human, inspiring confidence and trust in every experience.
Pay Philosophy: 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.
As a purpose-driven organization, Liberty Mutual is committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. Through strong relationships, comprehensive benefits and continuous learning opportunities, we seek to create an environment where employees can succeed, both professionally and personally.
At Liberty Mutual, we believe progress happens when people feel secure. By providing protection for the unexpected and delivering it with care, we help people embrace today and confidently pursue tomorrow.
We are dedicated to fostering an inclusive environment where employees from all backgrounds can build long and meaningful careers. By actively seeking employee feedback and amplifying the voices of our seven Employee Resource Groups (ERGs), which are open to all, we create an environment where every individual can make a meaningful impact so we continue to meet the evolving needs of our customers.
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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