Liberty Mutual Insurance is hiring: User Experience Director II in Boston

Liberty Mutual Insurance provided pay range

This range is provided by Liberty Mutual Insurance. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$134,000.00/yr - $254,000.00/yr

Description

Advance your career at Liberty Mutual Insurance - A Fortune 100 Company

UX Director II - Customer Service Experience (Self Service)

Hybrid role for candidates within 50 miles of Portsmouth, NH; Boston, MA; Seattle, WA; or Plano, TX.

Shape The Future Of Digital Customer Experience

At Liberty Mutual, we believe progress happens when people feel secure. Our purpose is to help people embrace today and confidently pursue tomorrow, and design plays a vital role in making that possible.

Our User Experience (UX) organization is on a mission to inspire confidence and trust in all the people who touch our brand, crafting experiences that reflect our purpose in every interaction. We strive to provide the best digital quoting, customer service, and claims experiences in the industry, delivering innovative, intuitive solutions that empower customers, agents, and prospects.

About The Team

you’ll join the US Retail Markets UX Design organization, a dynamic, growing team of nearly 100 product designers, content designers, and UX developers united by empathy, curiosity, and craft.

We tackle problems through the human lens, and we create experiences that simplify complexity and help people feel secure in the moments that matter most. Our team culture values inclusion, creativity, and collaboration.

About The Role

We’re looking for a UX Director II to lead a talented group of 8‑10 product and content designers focused on shaping Liberty Mutual’s self‑service experiences, the digital tools customers use to manage their policies, make payments, update information, and get help.

This is a high‑impact leadership role within our digital servicing ecosystem, spanning web and mobile platforms across multiple insurance lines, including Auto, Home, Renters, and telematics programs.

As the UX Director for Customer Service Experience, you’ll define and drive the strategic vision for our digital servicing products, ensuring every interaction builds trust, reduces friction, and empowers customers to take confident action. You’ll lead your team to enhance customer satisfaction, influence behavior, improve retention, and reduce operational costs through thoughtful, human‑centered design.

What You’ll Do

• Lead with purpose. Inspire and empower a team of designers to deliver elegant, human‑centered solutions that build loyalty and strengthen trust with our customers.
• Drive strategy and alignment. Shape the vision for customer self‑service experiences and partner across product, technology, and business teams to bring that vision to life.
• Champion design excellence. Guide your team in applying the right tools and methods at the right time to solve complex problems, grounded in data, insights, and empathy.
• Advocate for the user. Ensure the customer’s voice is central to every decision by leveraging qualitative and quantitative research at all stages of design.
• Foster purposeful innovation. Help your team explore AI and other transformative technologies through a responsible, human‑centered lens that aligns experimentation with a clear purpose.
• Collaborate across journeys. Partner with fellow UX leaders to ensure cohesive, seamless experiences across Liberty Mutual’s ecosystem.
• Elevate our practice. Strengthen design systems, workflows, and standards to deliver consistent, accessible, and scalable design solutions.
• Grow great talent. Coach, mentor, and support your team’s growth, helping each designer sharpen their craft and expand their impact.

Join us and help make insurance simpler, smarter, and more human, inspiring confidence and trust in every experience.

Qualifications

• As typically acquired through a Bachelor’s degree or equivalent experience and 12+ years of experience in a related field.
• Expertise and ability to train others in methodologies such as Agile, Design Thinking, Lean UX, and Lean Startup.
• Experience managing a multi‑disciplinary design team including visual design, UX design, prototyping, front‑end development, user research and/or experiment design.
• Strong track record of coaching and mentoring design talent to develop their skills and improve their performance.
• Requires excellent communication, interpersonal, organizational and team building skills, business judgment, and expertise in directing the efforts of a technical staff.
• Proven ability to effectively influence at all levels of the organization.
• Must possess strong analytical, strategic, project management, decision‑making and problem‑solving skills.
• Proven track record of collaborating effectively at all levels of the organization.

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.

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, 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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