Liberty Mutual Senior/Principal User Researcher (Accessibility SME) in Boston, Massachusetts

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

As a member of our User Research team in the U.S. Consumer Markets organization, theSenior/Principal User Researcher / Accessibility Subject Matter Expertis responsible for ensuring that our entire digital portfolio is accessible to all. In this role you’ll conduct accessibility and user research activities for all work in our customer-facing digital portfolio by managing accessibility audits and reviews, usability testing, online surveys, interviews, contextual inquiry, and focus groups. You’ll then translate findings into actionable recommendations.

This will be a collaborative role working in partnership with members of the User Experience team and business executives throughout the entire product development process as well as working closely with the Director of User Research to identify best practices, workflow processes, and efficiencies to provide continuous improvement in delivery of solutions.


  • Proactively identify the need for and drive accessibility initiatives and user research within dedicated work streams or functional areas.

  • Work alongside, collaborate with, and train and advise UX team members (for example, designer and content strategists) on best practices so they can carry out user research studies themselves and deliver relevant learnings quickly.

  • Oversee and advise UX and Agile team members within their dedicated areas on running remote, un-moderated quantitative studies.

  • Independently lead the objective-setting and discovery process, including user persona development, journey-mapping, and interpreting user goals. Leads workshops on personas, journey mapping, problem statements, and/or brainstorming within a dedicated work stream or functional area.

  • Provide discipline and rigor around measuring accessibility and usability improvements, using industry standards to ensure quality and confidence in findings.

  • Continually improve the organization’s ability to incorporate customer feedback loops throughout the product development process.

  • Oversee accessibility audits/reviews, expert reviews, and heuristic evaluations to identify opportunities within the user interface to improve accessibility and/or usability according to industry standards and best practices.

  • Articulate the goals and expectations of the customer to various audiences across the business, and serve as a customer advocate throughout the product design and development process.

  • Work closely with Director of User Research to coach team members so as to develop, strengthen, and align their work with business and customer goals.

  • Engage IT partners in UX activities and work to understand technology capabilities and constraints

  • Qualifications: *

  • Bachelor’s degree in Human Factors, Human-Computer Interaction, Information Design, or related field plus 6 or more years work experience, OR equivalent experience of 8 years in a related field. Master’s degree preferred.

  • Advanced knowledge of accessibility and WCAG 2.x standards.

  • Expertise with assistive technologies including JAWS, NVDA, TalkBack

  • Advanced knowledge of a variety of qualitative and quantitative research methods and User Experience tools, concepts, and methodologies.

  • Ability to coach researchers to develop their skills and improve their performance.

  • Expertise using quantitative research tools, such as Validately and UserZoom, and recording software such as Morae, WebEx, and GoToMeeting.

  • Expertise with methodologies such as Accessibility, Design Thinking, and Lean UX.

  • Excellent organization and analytical thinking skills and ability to synthesize research findings into common themes and translate them into actionable insights.

  • Experience working in an agile environment

Specific Accessibility Qualifications:

  • Serve as a subject matter expert regarding accessibility and inclusive design, mentoring project teams on best practices

  • Train teams on accessibility tools and processes

  • Assist product owners in implementing their accessibility strategy

  • Receive customer feedback and work with teams to address accessibility concerns

  • Audit or support accessibility audits of web and mobile products

  • Work on strategic projects to further accessibility at the organizational level

  • Ability to influence team members that do not report to you directly

  • Benefits: *

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:

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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: Senior/Principal User Researcher (Accessibility SME)

Location: MA-Boston

Requisition ID: 97830

Other Locations: US-WA-Seattle