• Work with various GRM US functions to enhance, maintain, and support all aspects of the CLF program.
• Ensure that the stakeholder perspective is understood and incorporated into the continuous improvement of the CLF program.
• Lead regular stakeholder meetings, organize focus groups, and generally collaborate with GRM US functions to identify, define, prioritize, and operationalize feedback into the program.
• Act as a liaison between GRM US functions and Data Office/IT regarding program defects and enhancements.
• Develop and leverage knowledge of key program enhancements to ensure the CLF program is optimized to deliver insights to the business and Product Owners that can be used to improve the customer experience.
• Leverage CLF data to generate content (e.g., charts, graphs, etc.) needed to effectively communicate with and influence stakeholders.
• Provide CLF program onboarding or refresher training to GRM US functions as needed.
• Stay informed of current and emerging customer experience processes and best practices.
• Align day-to-day work with strategic customer-centric priorities, promote customer-centric principles, and support a customer-centric and culture.

Qualifications

• Bachelor's degree and 2+ years of related experience
• Strong analytical, problem solving, and organization skills
• Strong oral and written communication skills required
• Demonstrated proficiency with Excel spreadsheets and PowerPoint presentations strongly preferred
• Excellent collaboration skills and the ability to work within diverse organizations and teams
• Strong detail orientation and project management experience
• Ability to influence and work with people across multiple disciplines to achieve results

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.