[Hiring] Program Manager, Agent Experience @Liberty Mutual

Role Description

Come join the Agent Experience Team within GRM U.S! The Program Manager will help agents, sales associates and managers build lasting success. As Program Manager, you'll partner with ADS, Comparion Insurance Agency agents and regional leaders to run programs, drive premium production and improve how we work. You'll own program-implementation and oversee short and long range goals and turn suggestions from sales and regional management into continuous improvement. You'll also manage delivery of projects and programs from start to finish as well as delivering development components along the way. The ideal candidate for this role has experience and knowledge regarding independent agency and/or agency program execution preferred.

• Develops and delivers agent experience programs.
• Draws connections between the agent experience and current state agent experience research, design thinking practices, and other innovative techniques.
• Assists with reporting of KPIs that align to new programs and initiatives and continually evaluates program KPIs to identify continuous improvement opportunities.
• Prioritizes within and across initiatives with support from manager in a structured way. Leverages project management tools for efficient delivery/execution.
• Collaborates with program partners and leaders across Agent Experience to build a seamless and universal experience for agents.
• Partners with stakeholders to conduct moderate complexity research and data analytics to better understand targeted audiences and desired behaviors.
• Supports primary and secondary research efforts to uncover agent experience data points that influence and support agent-centric principles.
• Helps identify targeted areas for improvement and leverages basic to intermediate tools/practices to solve business needs.
• Supports the creation of interview or focus group guides.
• Advocates for the Agent in assigned channels by proactively identifying experience improvement opportunities in assigned programs.
• Builds the process to provide automated and highly personalized growth tactics to agents.
• Supports the creation of presentation materials to business leaders.
• May periodically be asked to take the lead on some presentations.

Qualifications

• Bachelor's degree and a minimum of 3 – 5 years of relevant experience within a customer-centric-driven organization.
• Intermediate to advanced knowledge of agent experience best practices and/or loyalty, rewards and non-cash incentive principles and practices.
• Strong organizational, coordination, and program management skills.
• Agent-facing experience (e.g., Sales, Service, Claims, Underwriting, Marketing) desired.
• Advanced presentation, influencing, relationship management and communication skills.
• Ability to work in a fast-paced environment on multiple priorities.
• Ability to work under ambiguity, shifting focus to areas of highest value.
• Passion for change and challenging the status quo.
• PMP certification a plus.

Travel

• 10%