Description
About Us:
At Liberty Mutual, we are committed to delivering exceptional customer experiences and building a trusted brand that resonates with our clients. To enhance our online reputation and accurately reflect the true voice of our customers, we are launching a dedicated program focused on improving our online ratings and reviews. Join us as we strengthen our customer connections and drive meaningful brand growth.
Role Overview:
We are seeking a dynamic and detail-oriented Program Manager & Research Analyst hybrid to co-lead our Online Reputation Strategy with our Marketing counterparts. This unique role combines program management expertise with market research acumen to solicit and learn from authentic customer reviews that reflect the Liberty Mutual experience.
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You will collaborate closely with a top-tier external vendor and our internal research teams, ensuring that review request efforts are targeted and effective. Your insights will shape strategic marketing initiatives, brand building efforts, and customer experience optimization. Additionally, you will provide timely performance reports to leadership and continually apply strategic pressure to drive continuous improvement in our review scores.
Key Responsibilities:
- Co-lead and manage operations for the end-to-end online reputation program, coordinating efforts between external vendor partners and internal stakeholders.
- Design and maintain dashboards and scorecards to monitor review performance and customer sentiment in real-time.
- Analyze unstructured customer feedback data using AI tools to extract actionable insights on positive experiences and pain points.
- Partner with Market and User Experience Researchers to translate qualitative and quantitative data into prescriptive customer experience strategies.
- Collaborate with Marketing and other cross-functional teams to integrate review insights into brand and CX building opportunities (e.g. acquisition marketing collateral).
- Develop and deliver compelling presentations that tell the story behind the data and influence strategic decision-making.
- Drive program performance through effective project management, stakeholder communication, and process optimization.
- Monitor review platforms and online ratings, applying strategic interventions to improve scores and customer perception.
- Report progress, challenges, and results regularly to stakeholders and leadership.
- Coordinate closely with the data office and research team, including understanding technical requirements and journey triggers to effectively send review requests at the right moment.
- Minimum of 5 years of experience in program management, with a strong preference for candidates who also have market research experience. Proficiency in data analytics, data manipulation, and dashboard/report creation.
- Strong customer experience strategy background with the ability to translate insights into actionable plans.
- Exceptional organizational skills and experience managing complex, cross-departmental initiatives.
- Excellent story-building and presentation skills (PowerPoint expertise required).
- Proven ability to communicate effectively and coordinate across diverse teams and departments.
- Experience working with corporate data offices, technical data requirements, and journey triggers is a strong plus.
- Familiarity with AI-driven data analysis tools and unstructured data processing is highly desirable.
Directly and aggressively impact the future of Liberty Mutual's brand reputation and customer experience.
Work at the intersection of program management and cutting-edge market research.
Collaborate with diverse, talented teams across the organization.
Access to the latest AI tools and analytics technology.
Qualifications
- Bachelor's degree with 5 or more years of business experience applying market research to business planning.
- Advanced business degree preferred. Knowledge of insurance a plus.
- Knowledge of primary, secondary, and database analysis research methodologies. Knowledge of SPSS or SAS statistical program.
- Knowledge of database querying tools.
- Strong analytical, project management, writing and presentation skills.
Pay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications, and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an 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 factors set forth in the compensation plan for the role.
As a purpose-driven organization, Liberty Mutual is committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. Through strong relationships, comprehensive benefits, and continuous learning opportunities, we seek to create an environment where employees can succeed, both professionally and personally.
At Liberty Mutual, we believe progress happens when people feel secure. By providing protection for the unexpected and delivering it with care, we help people embrace today and confidently pursue tomorrow.
We are dedicated to fostering an inclusive environment where employees from all backgrounds can build long and meaningful careers. By actively seeking employee feedback and amplifying the voices of our seven Employee Resource Groups (ERGs), which are open to all, we create an environment where every individual can make a meaningful impact so we continue to meet the evolving needs of our customers.
We value your hard work, integrity and 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 Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.
Fair Chance Notices
- California
- Los Angeles Incorporated
- Los Angeles Unincorporated
- Philadelphia
- San Francisco