Senior Researcher, User Research

Description At Liberty Mutual, we help people live with confidence by protecting what matters most when they need it most. As a Senior User Researcher, you’ll play a critical role in shaping service experiences that support millions of customers, agents, and employees at meaningful moments. You’ll join our Experience Research team, where research is a strategic driver—not a checkbox. This role offers the chance to influence enterprise-level decisions, partner with diverse teams, and turn deep user insights into tangible business impact. The Role We’re looking for a curious, data-driven Senior User Researcher to support our Service Domain. You’ll work in an agile, cross-functional environment alongside UX designers, product leaders, engineers, and analysts to create digital-first service experiences that balance user needs with business goals. This role is well-suited for someone who brings strong methodological expertise, communicates insights with confidence, and thrives in complex, fast-moving organizations. How You’ll Make an Impact

• Plan and execute moderate to complex UX research initiatives, using methods such as usability studies, interviews, focus groups, surveys, card sorting, and heuristic evaluations
• Synthesize insights from multiple data sources—including primary research, secondary research, and operational data—to inform service experience strategy
• Partner closely with UX, Product, Technology, Analytics, and Operations teams to embed research into decision-making
• Support discovery efforts through persona development, journey mapping, and user needs analysis
• Translate research findings into clear, compelling stories and visualizations that drive action
• Present insights to senior and executive stakeholders, tailoring communication to different audiences
• Apply strong analytical, organizational, and critical-thinking skills to manage multiple initiatives
• Use industry-standard research tools and methodologies, including platforms like Qualtrics and UserZoom, and frameworks such as Design Thinking and Lean UX
• Stay current with emerging research trends, tools, and best practices

What Will Help You Thrive

• Experience conducting UX research in a corporate, agile environment
• A background in Human Factors, Human-Computer Interaction, Information Design, or a related field
• Confidence working independently while exercising sound business judgment
• Experience influencing stakeholders through evidence-based recommendations
• Comfort adapting to change and navigating ambiguity
• Exposure to insurance or financial services is a plus, but not required
• A strong commitment to diversity, equity, and inclusion, valuing different perspectives

Qualifications

• Bachelor`s degree in Human Factors, Human Computer Interaction, Information Design or related field and minimum of 2 years of related experience.
• Master`s degree in Human Factors, Human Computer Interaction, Information Design or related field with 0-2 years of related experience or equivalent work experience.
• Experience applying (in a business setting) user research methods (e.g. usability testing, online surveys, interviews, contextual inquiry, focus groups) and methodologies, such as Design Thinking and Lean UX.

About Us

Pay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role. At Liberty Mutual, our goal is to create a workplace where everyone feels valued, supported, and can thrive. We build an environment that welcomes a wide range of perspectives and experiences, with inclusion embedded in every aspect of our culture and reflected in everyday interactions. This comes to life through comprehensive benefits, workplace flexibility, professional development opportunities, and a host of opportunities provided through our Employee Resource Groups. Each employee plays a role in creating our inclusive culture, which supports every individual to do their best work. Together, we cultivate a community where everyone can make a meaningful impact for our business, our customers, and the communities we serve. 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. Fair Chance Notices

• California
• Los Angeles Incorporated
• Los Angeles Unincorporated
• Philadelphia
• San Francisco

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