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Liberty Mutual Program Manager, Omnichannel Marketing in Boston, Massachusetts

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

The Omnichannel Journeys Customer Marketing team is looking for a Program Manager or Associate Program Manager who is passionate about using customer communications to deliver a best-in-class customer experience to Liberty Mutual and Safeco customers.

Today, customers expect top brands to deliver a transparent, personalized experience at all stages of the lifecycle. Our team partners with various functions across the company (claims, billing & service, digital, etc.) to create timely communications along key customer journeys, providing peace of mind and increasing retention. In addition, we have a digital-first mindset, using email and SMS to encourage digital behavior and self-service options. Lastly, we aggressively identify and eliminate pain points for both the company and customer, reducing millions in expenses each year. Through these efforts, we directly influence customer pricing which enables growth.

As a (Associate) Program Manager, you will:

  • Become a subject matter expert for key customer journeys, including:

o Welcome & Onboarding

o Renewal

o Service (especially digital self-service)

  • Empathize with customers and build highly personalized communications to create ideal customer journeys

  • Develop relationships with key stakeholders across the company to build communications strategies

  • Collaborate with IT squads to enable successful data transfer and triggers

  • Partner with analytics teams to directly measure business impact of each initiative

  • Gather competitive intelligence to benchmark and build industry insights

A top candidate:

  • Is a true advocate for the customer

  • Is a self-starter who is comfortable working in the gray and taking calculated risks

  • Uses data and insights to create strategies and recommendations

  • Has an experimental, test & learn mindset

  • Always seeks to define business relevance and impact for any initiative

  • Is curious about the analytics and “proof” of success

  • Enjoys working in cross-functional teams, and is comfortable leading large group working sessions

  • Is not satisfied with the status quo



  • Bachelor’s degree required

  • 5 years of relevant experience in customer communications, CX, omnichannel strategy, digital marketing, or related field with a clear record of accomplishment

  • Experience in email and SMS strategy preferred but not required


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: Program Manager, Omnichannel Marketing

Location: MA-Boston

Requisition ID: 110473