User Experience UX Operations Lead

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.

Come join the Experience & Strategy organization within US Retail Markets!

The Experience & Strategy organization is here to transform digital connection opportunities into extraordinary experiences that position our company to win big with our customers, agents, reps, and prospects. We build products and experiences, keeping prices low for customers, reinvesting in market-leading growth, and becoming an admired, first-quoted carrier.

**This position may have in-office requirements depending on the candidate's location. **

The role:

This individual contributor position will play a key role in driving process excellence and increasing maturity of User Experience (UX) practices across our 60+ person UX team. Your primary mission will be to gain visibility into ways of working across the team and identify opportunities for improvement. This role requires experience as a UX practitioner and strong expertise in UX craft and best practices. This role reports to the Senior Director of UX. 

Responsibilities:

• Make it easy for UX team members to adopt best practices by documenting frameworks and standard processes, identifying opportunities for training, driving awareness of support resources, and optimizing those resources for usability.
• Drive effectiveness in design team rituals by identifying, documenting, and socializing best practices and ways to measure success.
• Ensure clarity on OKRs across the team and provide examples, feedback and coaching on what good looks like.
• Facilitate knowledge sharing and collaboration across UX portfolio teams.
• Help UX team members to find fast answers to common questions.
• Make the onboarding process for new hires seamless and supportive, including defining team-wide standards and creating clear accountability.
• Stand up an intake process for teams lacking dedicated UX support. Oversee and optimize our consulting workflow and approach.
• Coordinate the agenda and quarterback slides for quarterly UX all-hands meetings.
• Assist with storytelling to increase adoption of best practices across the org, including documenting and socializing success stories.

We’re looking for:

• A passionate advocate for UX best practices who stays abreast of industry trends
• A highly organized systems-thinker
• A talented storyteller who can synthesize diverse feedback to make case for change
• An expert influencer with strong listening and relationship-building skills
• A pragmatic optimist who can generate excitement for new ways of working
• A natural project manager who can create clarity and hold others accountable

• As typically acquired through a Bachelor`s degree or equivalent experience and 8+ years of experience in a related field:Experience using methodologies such as Agile, Design Thinking, Lean UX, and Lean Startup
• Familiarity with the following core disciplines, with demonstrated expertise in at least two and proficiency in two others: visual design, UX design, prototyping, front-end development, user research and/or experiment design
• Exceptional written and oral communication skills
• Comfortable interacting with all levels of the company
• Proven ability to present projects and status reports to senior management
• Strong organization and analytic thinking skills, with ability to translate complex content into user scenarios, flows and diagrams
• Proven track record of collaborating effectively with cross-functional teams
• Open to remote candidates, but ability to work east coast hours is preferred
• Proficiency in UX Design tools like Figma, Lucid, Confluence, Jira

**This position may have in-office requirements depending on candidate location.**

At Liberty Mutual, our purpose is to help people embrace today and confidently pursue tomorrow. That's why we provide an environment focused on openness, inclusion, trust and respect. Here, you'll 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 IDG's Insider Pro and Computerworld's 2020 list. For many years running, we have been named by Forbes as one of America's Best Employers for Women and one of America's Best Employers for New Graduates as well as one of America's 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, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.

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