Advance your career at Liberty Mutual Insurance- A Fortune 100 Company!Our customers expect a great digital experience and digital options for doing business with us, and we are committed to delivering a best in class digital customer experience. You will play an important role in the digital transformation of our business. As a program manager on the SMS and Social Care team, you will lead the strategy and implementation of SMS and Social Care as a customer-facing vehicle, focusing in particular on customer service. You will partner closely with Product Owners and Digital teams to develop an integrated digital service strategy that delivers efficient digital customer service that delights our customers and reduces the need for customers to call us for simple transactions like billing and basic coverage questions.
 Responsibilities:

 

• Lead strategy for the use of SMS and Social Care (interactions with customers over Facebook, Facebook Messenger, and Twitter) to deliver efficient, quality customer service; Partner with Digital, Customer Experience teams to build an integrated digital service strategy across channels with a clear role for SMS and Social Care
• Set focus KPIs and goals for SMS and Social Care that balance efficiency and quality, including tNPS and its drivers. Identify necessary analyses for deeper insights & improvement opportunities.
• Track metrics and ensure that SMS and Social Care are more efficient than phone calls and equal to if not better than in customer experience. Identify and execute test opportunities.  Partner with analytics teams to develop and refine methodology for measuring the success of SMS.
• Build plan to increase SMS volume for service requests by leveraging vehicles such as emails, IVR, and LM.com. Partner with CRC to ensure adequate staffing for SMS and Social Care volume. Identify potential process efficiencies across SMS and Social Care.
• Expand customer use cases that can be resolved in SMS and Social care to improve resolution rate and reduce callback rates. Ensure feedback loop from reps and customers to identify pain points and improvement opportunities.
• Oversee strategy and customer experience for IVR to SMS program. Evaluate effectiveness of program and identify improvement opportunities. Measure impact of IVR to SMS on call deflection and customer experience.
• Maintain and improve Libby, the social care bot and build out future state strategy
• Monitor industry trends in SMS and identify opportunity to leverage new technologies including AI chatbot integration.

 

Qualifications:

• Bachelor's degree and 7+ years relevant experience, including marketing, call center, digital, or CX experience with a clear record of accomplishment
• Excellent oral and written communication skills. Ability to present in a clear, compelling fashion.
• Proven ability to partner with and influence key business partners
• Comfort and ability to discuss technology needs with Product Owners, vendors, and IT partners.
• Strong analytical skills including ability to work with complex data sets
• Proven ability to present complex analyses and make strategic recommendations for action
• Eager to contribute to a positive and collaborative team environment. Able to remain optimistic and positive in the face of setbacks. Curious and eager to learn and try new things.

Benefits:  We value your hard work, integrity and commitment to positive change. In return for your service, it's 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.

 

We're 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.