Director II, Manager, Telematics Customer Journey Product Technology Solutions
- Employer
- Liberty Mutual Insurance
- Location
- Boston, Massachusetts
- Salary
- Not Specified
- Posted
- May 21, 2019
- Closes
- Jul 20, 2019
- Ref
- 69436971#GIJ--LibertyMutual.2
- Category
- IT , Product Manager
- Job Type
- Not Specified
- Career Level
- Not Specified
Advance Your Career at Liberty Mutual Insurance - A Fortune 100 Company
Are you looking for a position with the ability to leverage the resources of a Fortune 100 company to drive and influence the future of Liberty Mutuals place in the industry? The Product Technology Solutions group within Global Retail Markets is seeking a Director II to manage its Telematics Customer Journey team.
The Telematics Customer Journey team takes a leading role in the way we design, manage, and deliver customer experiences for our telematics programs.
This team is responsible for maintaining the view of our holistic customer journey to meet evolving customer needs and marketplace trends.
This team drives development of our front-end-technology for our iOS and Android telematics apps
Prioritizes efforts to maintain and improve app ratings across a portfolio of telematics products assets and ensures thoughtful architecture to speed future app development
Leads program analytics, including managing a telematics Monthly Operating Report and digital analytics through our App Health weekly report
Partners closely across functions to design and prioritize communication, websites, videos, trainings, and other materials that help define and optimize our customers experiences in programs
Responsible for Products role in designing and managing the telematics sales rep and customer service UX experiences, including managing the front-end telematics service portal as well as supporting the creation of operational processes and job aids
Our mission is to help provide capabilities to power unique and intuitive customer experience while becoming efficient on IT investment and expenses to compete as our industry evolves in the digital world.
The team offers a start-up like role within our Fortune 100 company, allowing its members to personally influence and impact the direction of our business and industry.
We are seeking someone with experience managing complex initiatives, a customer-first mindset, and strong communication skills to help tackle one of Global Retail Markets top priorities: expanding our telematics capabilities to new products, brands and countries.
This individual, who would be joining the Telematics Journey team, will be asked to lead a team of experts to shape or refine customer telematics experiences in close collaboration with partner teams who specialize in data science, software/ecosystem development, insurance product economics and pricing. The work will involve strategizing and shaping new or refined features and experiences for Libertys substantial and expanding telematics customer base.
You would be joining the team at a time where critical projects and priorities are being undertaken, such as:
The scaling of Safecos first mobile-only telematics pay how your drive program
The development of next-gen mobile experiences for the ByMile pay as your drive program
The design of global telematics programs
The role will report to the VP, Product Technology Solutions, and help drive the strategy and execution team.
You
Understand that managing means inspiring employees to do their best work by fostering an inclusive, learning and innovative culture where each individual feels valued and thrives
Enjoy designing and delivering customer experiences
Are self-motivated and assertive
Do not need to have previous telematics experience, but should find telematics interesting
Are comfortable driving projects, making challenging prioritization decisions, influencing teammates in a complex cross-functional environment with Fortune 100 partners, startups, and service providers
Are willing to roll up your sleeves to identify issues find solutions to customer issues early, and with passion
Know how to clearly communicate priorities, expectations, and needs to peers, partners, and management
Leverage analytics to make data driven decisions
Holistic Responsibilities
Responsible for effectively managing a high performing team, demonstrating a range of leadership styles and openness to new ideas by providing thoughtful answers informed by multiple and varied perspectives
Creates an environment of trust, accountable for high-quality performance, aspiring to manage with objectivity and fairness and ensure that teams are recognized for their contribution
Collaborate with ecosystem, insurance product design and delivery teams to craft a holistic view of the telematics future and build towards that future through prioritization of in-flight work
Create experiences for telematics customers that drive positive business results
Harness data-driven insights to build business cases and/or answer important questions
Conduct in-depth performance analyses of our telematics programs, formulate plans for improvement, and execute on them
Design and maintain end-to-end mappings of the customer journey for telematics programs
Sponsor customer experience research: capturing the VoC (Voice of the Customer) for telematics customers, and the Voice of the Front Lines, in collaboration with Marketing
Develop operational improvement recommendations for telematics programs and help manage their delivery
Manage relationships with internal customer service resources and work to deliver process and product improvements that support an excellent experience
If you possess exceptional teamwork and the communication skills necessary to collaborate with team members in product, marketing, sales, claims and customer experience we would love to speak with you.
Qualifications
Bachelor's degree (with a concentration in Marketing, Business Administration or Communications, Computer Science, Information Technology, or a quantitative field like Economics, Mathematics or Statistics) or equivalent experience required. Masters degree in similar fields a plus.
7-10+ years of relevant and progressively more responsible experience within a financial services, customer and technology focused organization.
Strong analytical, collaboration, organization, and presentation skills
Ability to work in a fast-paced environment and work on multiple priorities required.
Excellent written and oral communication skills are required, including PowerPoint.
Ability to utilize statistical software packages (e.g., SAS).
Benefits
We value your hard work, integrity and commitment to positive change. In return for your service, its our privilege to offer you benefits and rewards that support your life and well-being. To learn more about our benefit offerings please visit: https://LMI.co/Benefits
Overview:
At Liberty Mutual, we give motivated, accomplished professionals the opportunity to help us redefine what insurance means; to work for a global leader with a deep sense of humanity and a focus on improving and protecting everyday lives. We create an inspired, collaborative environment, where people can take ownership of their work; push breakthrough ideas; and feel confident that their contributions will be valued and their growth championed.
Were dedicated to doing the right thing for our employees, because we know that their fulfillment and success leads us to great places. Life. Happiness. Innovation. Impact. Advancement. Whatever their pursuit, talented people find their path at Liberty Mutual.
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