Liberty Mutual Director- Customer Experience, Commercial Insurance in Boston, Massachusetts

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

At Liberty Mutual, we give motivated, accomplished professionals opportunity. 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.

The Liberty Mutual Benefits’ Customer Experience (CX) team helps foster a culture of customer-centricity across LMB by providing the tools, resources, and support to empower each employee to consistently deliver on customer expectations to drive profitable growth and customer loyalty. We’re looking for someone who is passionate about transforming our business unit into a leading customer experience organization.

As the Director of Customer Experience, you will help define and execute on Liberty Mutual Benefits’ customer experience strategy. You will partner closely with functions to implement the CX strategy and ensure our investments and operational decisions align with customer needs and expectations. You will lead the development of a comprehensive voice of the customer program and partner with leadership to utilize customer feedback to improve products, websites, customer service and business processes.


  • Relentlessly acts as the voice of the customer in interactions with peers, functions, and executive leadership

  • Develops and champions customer experience strategy

  • Sources new and interesting technologies to enhance the customer experience; partners with IT and functions to pilot and evaluate

  • Designs voice of customer program and influences how customer listening is used to shape strategy, drive business decisions, and guide project and process development.

  • Develops a measurable and actionable program to reach customer experience goals.

  • Demonstrates thought leadership and helps drive a customer-first mindset.

  • Creates compelling presentations and communication materials, and is able to present to all levels of the organization to gain buy-in. Presentations may be formal or informal, depending on the nature of the work.

  • Negotiate projects objectives and direction with business leaders.

  • Responsible for maintaining a body of knowledge on current and emerging customer experience best practices and processes.

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

  • Manages direct report. Coaches, develops and motivates team. Evaluates performance for growth opportunities and provides regular feedback. Proactively engages talent pipeline


  • Graduate degree in related field or equivalent training required.

  • Minimum of 7 years progressively more responsible experience and 3 years of management experience required.

  • Passion for consumers and creating engaging, satisfying customer experiences.

  • Knowledgeable in the areas of customer experience, marketing, research and analytics.

  • Capabilities required include communicating effectively, interpersonal skills, energy/drive, and strategic skills.

  • Excellent creative problem solving skills.

  • Ability to lead through influence and work with people across multiple disciplines to achieve results. Ability to work closely with senior leaders. Flexibility to perform in lead or support roles, depending on project.


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- Customer Experience, Commercial Insurance

Location: MA-Boston

Requisition ID: 88081