Director, Data Science, US Retail Markets Customer Service

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.

The US Retail Markets Data Science team is looking for a dynamic and visionary leader to guide our Customer Service Data Science team. This individual will lead and nurture a service-focused data science team, driving innovative solutions and ensuring seamless integration of AI capabilities into our service operations. We are looking for a strong communicator and collaborator that will influence our strategy and build strong relationships across key stakeholders.  A successful candidate should have in-depth technical experience across the entire data science life cycle, a passion to lead and develop talent, and drive to create an engaging team culture.

**This position may have in-office requirements depending on candidate location.** 

Key Objectives & Responsibilities:

• Lead transformative data science initiatives that significantly improve customer experience and deliver superior business results.
• Foster a culture of innovation and continuous improvement by integrating cutting-edge data science technologies into service processes.
• Collaborate closely with cross-functional teams to understand customer needs and business challenges, designing data-driven solutions that offer a competitive edge.
• Guide a team of talented data scientists and analysts in developing, deploying, and refining ML and data science models (GBM, LLM)  that improve service delivery and customer satisfaction.
• Partner with process, experience, technology, and analytics teams to drive a more responsive, caring, and efficient service organization
• Mentor and develop your team by setting ambitious goals, encouraging diverse perspectives, and supporting professional growth and development.

Required Skills and Experiences:

• Extensive experience across the data science lifecycle, with a focus on translating complex data into actionable insights and strategies.
• Proven ability to collaborate and communicate effectively with non-technical stakeholders to identify key business problems and implement impactful data-driven solutions.
• Strong technical proficiency in Natural Language Processing (NLP), Generative AI, Python.

Additional Skills and Experiences (Nice to Have):

• Demonstrated leadership experience, particularly in guiding and developing high-performing teams.
• Familiarity with service processes and the role of technology in enhancing customer interactions.
• Strong technical proficiency in data science methodologies and tools. Familiarity with deploying data science products into production software environments for real-time inference.
• Prior insurance experience is preferred.

• Responsible for management, technical oversight and development for a team of data science and advanced analytics staff, which may include subordinate managers.
• Collaborates with business partners to develop tools and services such as modeling, dashboard development, and decision aids to drive strategic decision making.
• Presents findings, shares insights, and makes recommendations that impact profitability, growth and/or customer satisfaction.
• Responsible for highly technical, individualized and difficult to develop tools which are transformative in nature and have broad strategic impact to the aligned business unit.
• Provides strategic input on highly technically complex projects that drive change across function, SBU or Corporate Department.
• Directs work through others and may perform highly complex, technical and creative predictive analytics projects.
• Shapes the data science community and leads cross functional working groups.

**This position may have in-office requirements depending on candidate location.**

At Liberty Mutual, our purpose is to help people embrace today and confidently pursue tomorrow. That's why we provide an environment focused on openness, inclusion, trust and respect. Here, you'll discover our expansive range of roles, and a workplace where we aim to help turn your passion into a rewarding profession.

Liberty Mutual has proudly been recognized as a "Great Place to Work" by Great Place to Work® US for the past several years. We were also selected as one of the "100 Best Places to Work in IT" on IDG's Insider Pro and Computerworld's 2020 list. For many years running, we have been named by Forbes as one of America's Best Employers for Women and one of America's Best Employers for New Graduates as well as one of America's Best Employers for Diversity. To learn more about our commitment to diversity and inclusion please visit: https://jobs.libertymutualgroup.com/diversity-inclusion

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.

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