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 Senior Program Manager of SMS, you will lead the development of SMS as a customer-facing vehicle, building out the vision and strategy for this channel, and partnering with cross-functional partners to develop a coordinated digital service strategy across channels.

Key Responsibilities:

Lead Channel Strategy

• Lead strategy for the use of 2-way SMS as a customer-facing touchpoint across functions within Global Retail Markets US.

• Benchmark SMS industry leaders and identify gaps and evolving business needs for SMS

• Prioritize development of new SMS features and build strategy to leverage SMS to improve KPIs across GRM-US, especially call deflection, tNPS, claims cycle time reduction, and productivity.

• Catalog and prioritize use cases and features on SMS backlog based on business value, level of effort and alignment with broader SMS strategy

Implement Channel Strategy

• Partner closely with SMS product owner to develop the technology required to implement new use cases and features

• Partner with functional groups to operationalize the roll-out of SMS to new functions, leveraging the SMS launch kit and best practices for generating awareness and excitement and updating of training materials for new functions.

• Serve as SMS liaison with Legal and Compliance, review and obtain approval for new use cases and features

• Partner with analytics to build approach to determine KPI impact of new use cases and features, focusing on call deflection, tNPS, claims cycle time reduction, and productivity

Continually Improve & Optimize

• Lead efforts to improve SMS penetration across functions

• Identify and prioritize opportunities to integrate SMS with other touches, including email, IVR, online, call centers, and others.

• Leverage analytics to improve efficiency and quality of channel. Continue to build out SMS metrics and measurement and partner with analytic teams to improve data availability and nimble reporting and analytics for SMS

• Brainstorm, prioritize and conduct tests at a high velocity

Qualifications:

• Bachelors degree and 8+ years related experience, including marketing, call center, digital, or CX experience with a clear record of accomplishment

• Proven experience with building and implementing strategy

• Excellent oral and written communication skills. Proven ability to present to senior leadership in a compelling fashion.

• Proven ability to partner with and influence key business partners across GRM-US

• Comfort and experience with data and analytics to identify and speak to necessary reporting and analytic enhancements and prioritize enhancements; Willingness to do basic data manipulation and analytics hands-on when necessary

• Knowledge of and experience with marketing and CX technologies preferred, especially SMS and social care technology; Comfort and ability to discuss IT needs and tech architecture required.

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.