Liberty Mutual Marketing Director, Omni-Channel and Technology Strategy in Boston, Massachusetts

  • Advance your career at Liberty Mutual Insurance- A Fortune 100 Company! *

Want to have an impact on Liberty Mutual’s exciting transformation to a best-in-class digital and consumer experience leader in the insurance industry? Then join the Strategy & Technology team as the Business Lead for Omni-channel Experience!

These days, customers increasingly expect experiences that are relevant, timely, and personalized. Regardless of what channel they are using to interact with us – whether it’s on a computer, mobile device, or phone – we want to make sure we are meeting and surpassing expectations with interactions that are easy and delightful.

As the Director for Omni-channel Strategy , you will get to help make this a reality in two major ways:

  • Owning the strategy and orchestration of our omni-channel interaction experience across our customer-facing channels: email, direct mail, SMS, mobile push, social media, websites, phones

  • Promoting the growth of SMS as a channel of choice for consumers to get information and ask questions

As you push forward these two important initiatives, your work will help drive several impactful KPIs across the organization, including customer satisfaction, awareness of digital options, conversion, and retention. This role provides a unique opportunity to work at the intersection of strategy, customer experience, and tech to drive brand new, highly-visible, and impactful initiatives.

  • General Responsibilities: *

  • Drives strategy to make sure interactions across customer-facing channels are cohesive

  • Works with wide range of partners across the organization to gain buy-in and bring omni-channel vision to market

  • Drives adoption of SMS as a channel of choice by consumers and internal stakeholders

  • Evaluates effectiveness of SMS initiatives through metrics and analysis to make recommendations regarding business cases

  • Optimizes use of data, technology and digital tactics to improve consumer experience, leading to greater acquisition and retention of customers

  • Leverages highly effective project management skills to drive complex cross-functional programs

  • Leverages highly effective written and verbal communication skills with peers and leadership; help represent the Marketing organization to internal and external stakeholders, including senior leadership

  • Act as internal consultant to business partners

  • Helps to identify and develop new initiatives and opportunities based on an understanding of the needs of the business and customers

  • Manages budgets and contracts


  • Bachelor's degree (with a concentration in Marketing, Business Administration or Communications preferred) or equivalent experience required; MBA preferred

  • 10 years of relevant experience within a digital marketing-driven or customer-centric organization

  • Strong analytical mindset and ability to interpret data to make recommendations: you don’t need to be an Excel whiz (though it always helps!) but you do need to be comfortable thinking and talking about analytical questions

  • Proven ability to collaborate effectively and project manage multiple key business partners

  • Intellectual curiosity, including the willingness to dig in and learn more about things

  • Excellent written and verbal communication skills, including advanced PowerPoint and the ability to present concisely to influence others

  • Ability to work in a fast-paced environment and work on multiple priorities required; strong detail orientation helpful

  • Experience or interest in delivering customer-centric strategies

  • Advanced working knowledge of marketing tactics and the ability to integrate across channels preferred; this includes experience with relevant Marketing technologies, including Email Marketing, Customer Relationship Management, Content Management, and Data Management Platform


We value your hard work, integrity and commitment to positive change. In return for your service, it’s our privilege to offer you benefits and rewards that support your life and well-being. To learn more about our benefit offerings please visit:


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: *Marketing & Communications

Title: Marketing Director, Omni-Channel and Technology Strategy

Location: MA-Boston

Requisition ID: 97808