Senior CX Specialist

The Customer Experience Strategy team in GRM-US is on an exciting mission to Win with Digital by boldly reimagining how we deliver the end-to-end customer experience. We ensure organizational focus and prioritization of our six core customer journeys and we define and reinforce the customer and employee behaviors and mindsets that will transform our customer experience into a competitive advantage for the future.You will work closely with others on the team to transform customer experiences with measurable solutions that drive digital adoption and deliver fast, easy, frictionless customer experiences. You can expect a lot of variety in your work- both in the types of projects you tackle, and the specific customer journeys you align to. The team is agile and responsive to the needs of our business partners, which means we value complementary skills and collaboration. Projects are assigned based on a combination of skills, interest, and opportunities for development. This role is highly collaborative with exposure to customer-facing teams (in claims, distribution, and service) as well as marketing, analytics, product and technology.ResponsibilitiesConduct or direct research including customer focus groups, internal discovery and feedback, and competitor benchmarkingFacilitate brainstorming, journey mapping and design sessionsUse customer insight and data to shape the customer experience across products, platforms, and systemsDesign, test and rapidly evolve processes, tools and content to deflect contacts and drive customers to use digital channelsDesign, test and implement targeted behavioral solutions that shift employee mindset and drive customer-centric behaviorsLead and motivate cross-functional teams to execute transformative and measurable customer experiencesBe a persuasive storyteller across the organization to activate people to change what they do and how they do itCultivate an environment aligned to our values and supports belonging, inclusion, and respectPassionate customer advocate with 3-5 years in a CX or other customer-centric roleAutonomous work style; you dont hesitate to seek answers to questions on your own and you welcome the opportunity learn something newFlexible with changing priorities and comfortable with ambiguityBias to action; you apply excellent judgment and a sense or urgency to achieve objectivesProven relationship builder who knows how to leverage your network to gain buy-in and magnify the impact of your workStrong organizational and project planning skills with a proven track record of implementationExperience facilitating brainstorming, feedback or learning sessions with employeesProven expertise with any of the following is a bonus: design thinking, journey mapping, training designExcited about being part of a team that is committed to one anothers success and growthBachelor’s degree or equivalent work experience in a related field.At Liberty Mutual, our purpose is to help people embrace today and confidently pursue tomorrow. Thats why we provide an environment focused on openness, inclusion, trust and respect. Here, youll discover our expansive range of roles, and a workplace where we aim to help turn your passion into a rewarding profession. Liberty Mutual has proudly been recognized as a Great Place to Work by Great Place to Work US for the past several years. We were also selected as one of the 100 Best Places to Work in IT on IDGs Insider Pro and Computerworlds 2020 list. For many years running, we have been named by Forbes as one of Americas Best Employers for Women and one of Americas Best Employers for New Graduatesas well as one of Americas Best Employers for Diversity. To learn more about our commitment to diversity and inclusion please visit: https://jobs.libertymutualgroup.com/diversity-inclusion 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, veterans status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.