Liberty Mutual Director I, Data Science, Customer Advocacy - U. S. Consumer Markets in Boston, Massachusetts

Advance your Data Science Career at Liberty Mutual Insurance - A Fortune 100 Company!

Join our community of over 200 Data Science and Analytics professionals where you can engage in a growing environment that supports robust career development, collaboration, and knowledge sharing. In the ever-competitive insurance business, the battle is being fought with better and better understanding of the data, and our Data Scientists are our gladiators! Are you ready to step into the arena and fight? Whatever your weapon of choice — whether it be machine learning, Bayesian Analysis, or Clustering — we need you to help us solve the most sophisticated problems our business faces.

Job Summary:

The USCM Customer Advocacy Office (CAO) fosters a culture of customer-centricity across USCM 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. We’re looking for people who are passionate about transforming one of the country’s largest personal lines insurer into a customer and employee experience leader.

In this role, you will manage a small, high performing group that is focused on leveraging the immense variety of our structured and unstructured voice of the customer data to help the business better understand our customers, explore the biggest drivers of customer experience, and to enable strategic decision-making for our leadership. You will utilize latest trends and technologies to identify pain points and delighters from the customer feedback collected through the Closed Loop Feedback (CLF) process. You will also partner closely with key decision makers across the organization to operationalize those insights and monitor impact of solutions. This position comes with significant exposure to senior leaders across the organization (claims, sales, service, marketing, product, and CAO).

In addition to strong analytics skills, the right person for this role will have a blend of project management, negotiation skills, customer centricity, proactive problem solving, and coaching and development skills.


  • Manage and develop a small team of advanced analysts and/or data scientists including selecting top talent, delivering continuous coaching, and providing rewards and recognition.

  • Supervise and execute the creation, implementation and monitoring of analytic initiatives.

  • Leverage vast quantities of structured and unstructured data to identify key drivers, improvement opportunities, emerging trends, etc.

  • Develop models to predict customer experience attitudes and incorporate other analytics frameworks such as next best action.

  • Present findings, share insights, and make recommendations to senior leadership of partner functions that impact the organization.

  • Responsible for maintaining a body of knowledge on current and emerging technologies related to analytics, best practices and processes.

  • Align day-to-day work with strategic customer-centric priorities, promote customer-centric principles, and support a customer-centric culture.

  • Collaborate with broader analytics and data science community to share best practices in unstructured data analysis.


  • Competencies typically acquired through a Ph.D. degree (in Statistics, Mathematics, Economics, Actuarial Science or other scientific field of study) and 2-4 years of relevant experience, a Master’s degree (scientific field of study) and 4-5 years of relevant experience or a Bachelor’s degree (scientific field of study) and 5-7 years of relevant experience.

  • Deep proficiency with analytical software such as SAS, SQL, Python and R required.

  • Knowledge of machine learning and data mining techniques strongly preferred.

  • Strong analytical, problem solving, and organization skills

  • Strong oral and written communication skills required

  • Excellent collaboration skills and the ability to work within diverse organizations and teams

  • Ability to lead through influencing and working with people across multiple disciplines to achieve results

  • Knowledge of industry best practices and business operations


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.

We’re 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: *Actuarial

Title: Director I, Data Science, Customer Advocacy - U. S. Consumer Markets

Location: MA-Boston

Requisition ID: 87092