Product Owner

Join Liberty Mutual’s US Retail Markets Servicing Solutions portfolio as a Product Owner I supporting our servicing platform — the internal application used by service representatives and independent agents to view policies, answer customer questions and get documents into customers’ hands.

Every service conversation starts with the same two questions: what does this customer have, and what do they need from me? The answer lives in documents, forms and policy data — and how quickly a representative or agent can find it, trust it and share it shapes the whole experience. This role helps make that answer easy to reach.

You’ll shape how policy information is presented, how documents and forms are found and delivered, and how the right people see the right things, with an experienced product leader and your manager alongside you as Liberty Mutual modernizes its policy systems. It’s a great place to grow as a product owner: real scope, real users and a team invested in your development.

Why this role matters

• Meaningful ownership, strong support: You’ll be the day-to-day product owner for the documents, forms and policy information experience, used by thousands of employees and tens of thousands of independent agents, with senior product partners on strategy and the harder calls.
• Critical to daily operations: Finding the right document, sending the right form and reading a policy correctly are among the most common actions in servicing. Small improvements add up fast.
• Ready for what’s next: As Liberty Mutual moves policies onto a modern platform, required forms, ID cards and proof of insurance need to be available from day one. You’ll help make sure they are.
• Trust and access built in: Role-appropriate access to documents and policy information protects our customers and keeps us compliant. You’ll help design experiences where every user group sees what it needs and nothing it shouldn’t.
• Room to learn: You’ll work with research, UX, engineering, architecture, compliance, distribution, enterprise program teams and peer product owners, building the cross-functional skills that define great product careers.

What you’ll own

You will help own three connected parts of the servicing experience:

• Documents and forms: Help define which documents and forms each user group should receive and how they can be delivered — email, fax, print or text — and make them easy to find, view and send. Partner with cross-functional teams on solutions that pre-populate form templates, and work with research, UX and engineering to design distribution experiences that feel effortless.
• Policy summary: Contribute to the strategy for what a representative or agent sees first when they open a policy — insured details, key dates, alerts such as pending cancellations and the signals that matter most in the moment. Talk directly with the people who use the platform to learn what they reach for, then partner with research, UX and engineering to turn it into a summary that answers the question before it’s asked.
• Policy details: Play a supporting role in making detailed policy data across insurance lines clear and accessible, accounting for differences by state, product and user type, so users can answer customer questions with confidence. Partner with research, UX and engineering to present that data in intuitive ways that make servicing faster, not busier.

Key responsibilities

Product strategy and roadmap

• Contribute to and help communicate the product vision and roadmap for documents, forms and policy information, in partnership with senior product leadership.
• Help balance the needs of internal employees and independent agents while supporting a consistent, converged experience where possible.

Agile product ownership

• Own and prioritize the day-to-day backlog across business needs, user feedback and program dependencies, with guidance on the bigger trade-offs.
• Write clear, testable user stories and acceptance criteria, and accept completed work with the team.
• Collaborate daily with engineering, design and research to ideate with users and validate solutions before they ship.
• Participate in sprint ceremonies and planning to keep priorities and progress transparent.

Data and user insight

• Use data and user feedback to understand opportunities, measure impact and inform decisions.
• Help protect role-appropriate access, ensuring each user group can view and act on only the information relevant to its role.

Stakeholder engagement

• Represent the voice of service representatives and independent agents within the Agile team.
• Build relationships across teams, flag dependencies early and share trade-offs clearly.
• Bring initiative: notice gaps, ask questions, pull the right people together and keep things moving.

Ideal candidate

• A product thinker who cares about users and wants to grow into bigger scope
• A go-getter who’s curious by nature and isn’t afraid to jump in, ask questions and figure things out
• Comfortable asking for help, taking feedback and learning quickly in a complex environment
• A clear communicator who works well with designers, engineers and business partners
• Outcome-focused, with an interest in measuring what ships

• Motivated by making work easier for the people who serve our customers
• Insurance, servicing or document and forms experience a plus; experience working with Agile teams helpful but not required

This position requires two in-office days per week for candidates who reside within 50 miles of Columbus, OH; Seattle, WA; Boston, MA; Portsmouth, NH; Indianapolis, IN; or Plano, TX.

• Knowledge of Agile development methodologies and IT project management as typically acquired through a Bachelors` degree in relevant field (business, computer science, humanities, etc.) and a minimum of 2 to 4 years direct experience with agile teams as well as 5 years in business, technology or consulting.
• Able to depict complex ideas, issues and designs to varied audiences; educate SBU/department(s) on business vision and plan and the impact of change.
• Able to make difficult and quick decisions daily.
• Problem solver with ability to lead the team to push the solutions and progress.
• Experience in the insurance industry preferred.
• Knowledge of relevant products and portfolio preferred.
• Experimental mindset to drive innovation amongst uncertainty.