Liberty Mutual Director of Immersive Customer Experiences in Boston, Massachusetts

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

The Director II of Customer Advocacy Immersive Experience interprets the strategic vision and programs that impact the way the business interact with customers to ultimately enhance and continuously improve products and services. Leads the team that creates and delivers immersive learning experiences that build, reinforce, and sustain customer-centric behaviors and skills. Determines and influences strategic, customer-centric priorities, champions customer-centric principles, and actively cultivates a customer and employee centric culture.

  • Responsibilities: *

  • Establishes and creates alignment on best practices for cultivating a dynamic customer experience through the development, reinforcement and support of customer-centric behaviors and skills.

  • Uses knowledge of cultural transformation to identify the needed interventions to reinforce a customer-centric organization.

  • Leverages in-depth knowledge of critical issues facing the business to provide direction and enable support for a more strategically oriented customer experience.

  • Ensures that the customer perspective is understood and addressed by business leaders and executives, resulting in improved delivery of products and services.

  • Oversees cross-functional teams to align objectives with business goals. Partners closely with Senior Managers to remove roadblocks and determine KPIs.

  • Engages with the internal and external customer experience community to stay current with new and emerging customer experience and employee experience best practices and processes. Manages internal and external relationships.

  • Selects top talent, delivers continuous coaching, and rewards and recognizes a team of technical and/or experienced analysts. May oversee managers.

  • Qualifications: *

  • Proven leadership experience needed to create clear priorities for the operation.

  • Advanced knowledge of diverse business operations and processes to understand value impacts.

  • Technical proficiency required to have an informed, independent voice to influence business priorities.

  • Highly collaborative and demonstrated ability to lead through influencing in order to be seen as the decision maker when interfacing with business and willingness to challenge the status quo.

  • Requires extensive theoretical, practical and industry knowledge.

  • Comfortable with making decisions with some level of uncertainty.

  • Excellent communication skills, both written and verbal to educate

  • SBU/department(s) on business vision and plan and the impact of change.

  • Demonstrated abiltiy to foster an environment that motivates, inspires and engages.

  • Bachelor`s degree in relevant field and a minimum of 10 years in relevant customer experience related field. Advanced degree preferred.

  • Benefits: *

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: *Strategy & Planning

Title: Director of Immersive Customer Experiences

Location: MA-Boston

Requisition ID: 87551