Are you interested in influencing the strategy and understanding optimization opportunities of a Customer Facing website with 42M logins a year? Do you excel in using data to craft quantitative insights that translate into impactful business actions? US Retail Markets (USRM) Service Analytics and Enablement team within Liberty Mutual’s Insights & Solutions group is seeking a highly motivated analyst to join the team with a focus on supporting the Customer Service Experience domain – an impactful space within USRM focused on both expense savings and growth. This role provides an exciting opportunity to gain subject matter expertise on the broader Service data landscape and tools. The ideal candidate possesses advanced analytical and reporting capabilities, critical-thinking skills, and will be able to work collaboratively & independently on high impact projects focused on our path towards profitable growth for the direct channel. The Insights & Solutions team uses data, analytics and technology to develop innovative solutions that drive the USRM business, improve claims and customer service, and foster a high-performing, cross-functional culture of problem solvers who challenge the status quo. Join this ambitious group to collaborate across teams, deliver actionable insights, and help redefine the future of claims and service.
**This position may have in-office requirements dependent upon candidate location.**
Responsibilities:
• Utilize a variety of tools and data sources to lead analysis and opportunity identification focused on enhancing the Customer Service experience
• Lead workstreams independently, providing stakeholders with recommendations for future enhancements and answering complex questions by synthesizing data from various sources
• Analyze business metrics to plan, size and prioritize new opportunities for implementation
• Experience querying, curating, and manipulating large datasets from multiple platforms to deliver insights to critical business questions either through regular analysis or PowerBI dashboards
• Ability to effectively balance various tasks simultaneously, communicate proactively with stakeholders, and adapt to shifting or competing priorities in a fast-paced working environment
• Strong PowerPoint and presentation skills with experience preparing and delivering presentations for a wide range of audiences, including influencing senior leadership on key priorities and business decisions
• Collaborate with Service leaders, SA&E Analytics, Digital Data Enablement, and the Customer Service Experience Domain to identify opportunities, ideate and prioritize solutions and inform implementation
• Ability to tie quantitative and qualitative insights together to inform appropriate prioritization of work while supporting our front-line sales agents
The ideal candidate will have:
• A Digital Analytics Skillset
• Experience with Adobe Analytics
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.
At Liberty Mutual, our goal is to create a workplace where everyone feels valued, supported, and can thrive. We build an environment that welcomes a wide range of perspectives and experiences, with inclusion embedded in every aspect of our culture and reflected in everyday interactions. This comes to life through comprehensive benefits, workplace flexibility, professional development opportunities, and a host of opportunities provided through our Employee Resource Groups. Each employee plays a role in creating our inclusive culture, which supports every individual to do their best work. Together, we cultivate a community where everyone can make a meaningful impact for our business, our customers, and the communities we serve.
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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