Director, User Research - Plano, TX (75023)

Description At Liberty Mutual,we'reon a mission to provide our customers and business owners with peace of mind by safeguarding what they value most when they need it the most.

Join us in making a meaningful impact on people's lives through the power of research and strategy.

Job Overview : We areseekinga dynamic and data-driven Director of UserResearchtojoin our

Experience Research team focusing on the experience.You will lead a team oftwouser researchers aiming toimprovethecustomerexperience.This role engages with senior stakeholders acrossthe businesswithin U.S.

Retail Markets and requires a deep understanding of theU.S.

Retail Marketsbusiness priorities.You will spenda majority ofyour time planning and executing complex research, whilealsoprioritizing workandsupporting the growth and development ofyour team.

You will play a key role in shaping ourcustomersuser experience and translating insights into tangible impact.

As part of the U.S.

Retail Markets division, our

Experience Research team is dedicated to designing, transforming, and delivering user-centric, efficient, and effective digital-first experiences for our diverse range of stakeholders.

Working alongside a blend of user and market researchers, you will collaborate closely with cross-functional teams including UX, Product, Process, and Technology to advocate for the user while aligning with businessobjectives.

Our overarching mission is to gain unparalleled insights into our customers, agents, and employees, empowering us to drive strategic decision-making, develop innovative strategies, andmaintaina competitive edge in the industry.

Key

Responsibilities: LeadCustomer

Experience Team which includes managing stakeholders, prioritizing workutilizingthe USRM business priorities, supporting the growth and development of two other UX Researchers, focused heavily oncustomer experiences.

Spearhead custom, unique andhighly complexresearch initiatives to inform ourcustomerexperience strategy, directlyimpactinguser satisfaction and driving business outcomes.

Champion our end-users by seamlessly integrating insights from diverse sources, including primary and secondary research, industry news, and operational data.

Forge high-trust partnerships with colleagues across multiple teams and departments, fostering collaboration and innovation.

Be a recognized expert within the organization utilizeexpert-level knowledge to train others in user research methodologies and educate stakeholders on best practices and standards.

Lead high-visibility research projects , collaborating closely with key stakeholders such as UX, Product Owners,Process,IT, Analytics, and more.

Lead the objective-setting and discovery process , including user persona development, journey-mapping, and interpretation of user goals.

Influence business partners to act on research insights by providing clear, actionable recommendations and relevant businesscontext.

Communicate findings with clarity andimpact , tailoring your messageforsenior and executive-level stakeholders.

Embrace diversity of perspective and foster effective collaboration with cross-functional teams to achieve shared goals.

Qualifications

Qualifications : 8+ years of UX Research experience in a corporate agile setting,Bachelors degree in HumanFactors, Human-Computer Interaction, Information Design,Mastersdegree preferred Expertisein a wide range of qualitative and quantitative research methods, including usability studies, interviews, focus groups, surveys, card sorts, and heuristic reviews Exceptional communication skills, adept at translating data into actionable insights both verbally and in writing Expertisein data-driven storytelling, transforming raw data into compelling narratives and visualizations Familiarity with quantitative and qualitative research tools like Qualtrics andUserZoom, as well as UX methodologies such as Design Thinking and Lean UX Commitment to ongoing learning and staying current with industry techniques and tools Strong organizational, analytical, critical thinking, and team-building abilities Proventrack recordof effective collaboration with cross-functional teams Proficient in Microsoft Office applications (Word, Excel, PowerPoint) About Us Pay Philosophy: The typical starting salary range for this role isdeterminedbya number offactors including skills, experience, education,certificationsand location.

The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market andprovidesan opportunity to progress as employees grow and develop within the role.

Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factorsset forth inthe compensation plan for the role.

At Liberty Mutual, our goal is to create a workplace where everyone feels valued, supported, and can thrive.

We build an environment that welcomes a wide range of perspectives and experiences, with inclusion embedded in every aspect of our culture and reflected in everyday interactions.

This comes to life through comprehensive benefits, workplace flexibility, professional development opportunities, and a host of opportunities provided through our Employee Resource Groups.

Each employee plays a role in creating our inclusive culture, which supports every individual to do their best work.

Together, we cultivate a community where everyone can make a meaningful impact for our business, our customers, and the communities we serve.

We value your hard work,integrityand commitment to make things better, and we put people first by offering you benefits that support your life and well-being.

To learn more about our benefit offerings please visit: https://LMI.co/Benefits Liberty Mutualisan equal opportunity employer.

We will not tolerate discriminationon the basis ofrace, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal,stateor local law.

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