User Experience Researcher at Liberty Mutual Insurance in Boston, MA

[Sampada Marathe]

https://www.linkedin.com/jobs/view/331245725/

Job description

User Experience Research

We deliver our customers peace of mind every day by helping them protect what they value most. Our passion for placing the customer at the center of everything we do is driving a transformational shift at Liberty Mutual. Operating as a tech startup within a Fortune 100 company, we are leading a digital disruption that will revolutionize how people experience insurance. If you’re an innovative thought leader who wants to use modern, open technologies and frameworks to develop products that positively impact people, then join our team and let’s build something great together.

Under minimal supervision, plans and conducts user research activities (e.g. usability testing, online surveys, interviews, contextual inquiry, and focus groups), and translates findings into actionable customer insights that inform product development and optimization. This includes active involvement in the entire product development process, including identifying customer needs, ideation, testing and ongoing optimization.

Responsibilities

• Manages user research for a dedicated work stream or functional area, collaborating heavily with product teams, business teams and engineering teams in the planning and development of solutions that deliver against known customer needs.
• Designs a variety of research studies, and matches the right research method to the hypothesis or business problem at hand in order to deliver relevant and actionable learning's.
• Conducts preliminary user research, and uses it to drive persona development, map user journeys and document user needs (in close partnership with UX Designers).
• Conducts testing of concepts as well as in-production experiences. Moderates usability studies and maintains best practices and techniques to ensure quality and confidence in findings.
• Conducts expert reviews and heuristic evaluations, and accessibility audits to identify opportunities within the user interface to improve usability and/or accessibility according to industry standards and best practices.
• Communicates clear, concise and objective research findings that focus on actionable insights without prescribing solutions.
• Initiates research activities to continuously gather customer feedback throughout the entire product development process.

This Role Might Be For You If You Have

• Bachelor's degree in Human Factors, Human-Computer Interaction, Information Design or related field.
• Expertise with a variety of qualitative research methods, including usability studies, surveys, customer interviews, ethnographic research and lean usability tests.
• Exceptional written and oral communication skills (comfortable in interacting with all levels of the company and presenting projects and status reports).
• Strong analytical thinking skills and ability to synthesize qualitative findings into common themes.
• Ability to work in a fast-paced environment, supporting multiple projects and project teams.

We take care of our employees…

…with comprehensive benefits, cool perks, fun offices...and unlimited coffee to keep you going:

• Workplace Flexibility
• Wellness Perks
• Collaborative workspaces
• Sit/stand desks
• Career development, programs and classes
• Diversity & Inclusion programs
• Commuter Benefits
• Adoption Assistance
• College Savings Plan
• Education reimbursement
• Annual Hackathon

Liberty Mutual was named as a ‘2016 Great Place to Work’ by Great Place to Work US.

For more info about our benefits, check out: https://www.libertymutualgroup.com/careers/working-here/benefits.

Job: Digital Customer Experience

Primary Location: United States-Massachusetts-Boston

Schedule: Full-time

Salary: $90,300-$114,900