UX Product Designer, Customer Servicing - Mobile App

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.

Description

*This position will have hybrid in-office requirements if you are located within 50 miles of Portsmouth, NH; Boston, MA; Columbus, OH; Seattle, WA; or Plano, TX*

 

Join the User Experience organization at Liberty Mutual!

The USRM UX organization is on a mission to create extraordinary digital experiences that position our company to win with our customers, agents, and prospects. We strive to provide the best digital quoting, customer service, and claims experiences in the industry, delivering innovative solutions that exceed customer and agent expectations.

 

About the team:

You’ll join a 60+ person UX organization consisting of kind and talented product designers, content designers, UX developers, and user researchers.

 

About this role:

We’re looking for a UX Product Designer to join the telematics train in the mobile app portfolio. This role is within USRM Service & Claims and supports the modernization of our mobile app for Liberty Mutual customers. 

 

Under general direction, you will deliver user-centered design solutions that support the creation of best-in-class digital tools aimed at improving customer satisfaction and influencing behavior, increasing pricing efficiency, and reducing expenses. You'll experience a degree of autonomy as you support individual product team(s), while also being a part of a mature UX team collaborating with content designers, other product designers, and user researchers. 

 

You will optimize multi-step user flows using various design tools (e.g. experience and service design maps, journey maps, concepts, storyboards, wireframes and prototypes). All designers are expected to maintain the defined UX and brand standards in the execution of visual, interaction and motion design. You’ll be the advocate for the end user within a cross-functional team and work collaboratively by sharing designs early and often, seeking constructive feedback and integrating feedback to improve solutions.  

 

In this role you will:

• Work in an agile environment with a dispersed team. You will attend daily agile ceremonies with your aligned teams, partnering closely with content designers, product owners, and engineers, as well as business stakeholders, marketers, analysts, and researchers. 
• Dig deep into user problems. You’ll be tasked with understanding complex product requirements and interaction design problems to create experiences that innovate, solve user and business problems, and exceed user expectations. 
• Continuously seek and integrate user feedback. You will help identify user research needs and participate in immersive user research, concept testing, and usability testing to evaluate UX effectiveness and determine where and how to optimize the experience.  
• Coordinate across multiple mobile app projects and work streams. You’ll learn a complex product ecosystem and collaborate with other teams to ensure a seamless experience for the user. Enterprise or experience working with cross-functional teams is a plus. 
• You’ll collaborate with a range of stakeholders, from telematics to business SMEs and process owners and more. You'll be synthesizing information and feedback from multiple sources regularly. Exceptional communication skills and the ability to articulate design decisions is a must. 

Qualifications

• As typically acquired through a Bachelor`s degree or equivalent experience and 5+ years of experience in a related field:Familiarity with methodologies such as Agile, Design Thinking, Lean UX, and Lean Startup
• Familiarity with the following core disciplines, with demonstrated proficiency in at least two: visual design, UX design, prototyping, front-end development, user research and/or experiment design
• Exceptional written and oral communication skills
• Ability to present projects and status reports to team leadership
• Strong organization and analytic thinking skills, with ability to translate content into user scenarios, flows and diagrams
• Proven track record of collaborating effectively with cross-functional teams

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