Liberty Mutual Insurance · 1 day ago
Director, User Research
Portsmouth, NH
Full-time
Onsite
Senior Level, Lead/Staff
$120K/yr - $225K/yr
8+ years expLiberty Mutual Insurance is on a mission to provide peace of mind to customers and business owners. They are seeking a dynamic and data-driven Director of User Research to lead a team focused on improving customer experiences through complex research initiatives and collaboration with cross-functional teams.
FinanceFinancial ServicesInsurance
Responsibilities
Lead Customer Experience Team – which includes managing stakeholders, prioritizing work utilizing the USRM business priorities, supporting the growth and development of two other UX Researchers, focused heavily on customer experiences
Spearhead custom, unique and highly complex research initiatives to inform our customer experience strategy, directly impacting user 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 – utilize expert-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 business context
Communicate findings with clarity and impact, tailoring your message for senior and executive-level stakeholders
Embrace diversity of perspective and foster effective collaboration with cross-functional teams to achieve shared goals
Qualification
Required
8+ years of UX Research experience in a corporate agile setting
Bachelor's degree in Human Factors, Human-Computer Interaction, Information Design
Expertise in 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
Expertise in data-driven storytelling, transforming raw data into compelling narratives and visualizations
Familiarity with quantitative and qualitative research tools like Qualtrics and UserZoom, 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
Proven track record of effective collaboration with cross-functional teams
Proficient in Microsoft Office applications (Word, Excel, PowerPoint)
Preferred
Master's degree preferred
Benefits
Comprehensive benefits
Workplace flexibility
Professional development opportunities
Opportunities provided through our Employee Resource Groups
Company
Liberty Mutual Insurance
Liberty Mutual Insurance provides a broad range of insurance products and services.
10001+ employees
H1B Sponsorship
Liberty Mutual Insurance has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7)
2024 (14)
2023 (5)
2022 (8)
2021 (12)
2020 (5)
Funding
Current Stage
Late StageTotal Funding
$886.84M2025-09-17Debt Financing· $886.84M
Leadership Team
Julie Haase
EVP and Chief Financial Officer, Liberty Mutual Insurance
Joann Gomez
Division Vice President, Risk Management - West Zone
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Company data provided by crunchbase