Liberty Mutual

Agency Process Design and Optimization Lead

Liberty Mutual • $110K — $130K *
US-AnywhereRemote in Somerville, MA
Business Services
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Strong research, problem solving, analytical, and critical thinking skills
  • Advanced business operations knowledge including value chain and market conditions
  • Excellent influencing, relationship management, and presentation skills
  • Proven ability to support organizational change and demonstrate its value
  • Strong project management skills for implementing business process changes
  • Proficiency in data sources and business intelligence tools
  • Bachelor's degree or equivalent experience plus 6+ years in business analysis, advanced degree preferred

Responsibilities

  • Analyze and document current back office operational processes and identify pain points
  • Develop future-state process designs to enhance efficiency and improve experience
  • Establish baseline metrics and define success measures for initiatives
  • Evaluate options to streamline processes with AI, automation, and outsourcing
  • Build business cases for improvement covering cost/benefit analysis and risks
  • Collaborate with cross-functional teams to implement recommended solutions
  • Drive adoption through documentation, training, and change management

Benefits

  • Comprehensive training and development opportunities
  • Collaborative work environment with senior leadership
  • Exposure to innovative technologies like AI and automation
  • Opportunity to shape agency processes at a high visibility level
  • Flexibility in work arrangements with emphasis on work-life balance
Full Job Description
Description

About the Role

We are seeking an Agency Process Design and Optimization Lead to drive the transformation of how we support and operate the agency channel in support of Comparion Insurance Agency. In this role, you will take a critical look at the operational processes that internal teams rely on every day - identifying friction, quantifying opportunity, and designing better ways of working. You'll evaluate and apply modern levers including artificial intelligence, automation, and business process outsourcing (BPO), then partner across the organization to bring those designs to life.

This is a senior individual contributor role who will own outcomes with broad visibility across Comparion and its partner functions. It's a fit for someone equally comfortable in the details of a process map and in a room of senior stakeholders building the case for change.
Key Responsibilities

Process Analysis & Design
  • Analyze critical Comparion back office operational processes end-to-end, documenting current state, pain points, cycle times, handoffs, cost drivers, and failure modes
  • Develop future-state process designs that measurably improve efficiency, accuracy, cost, and agent/customer experience
  • Establish baseline metrics and define success measures for each initiative

Solution Evaluation
  • Evaluate options to streamline processes through AI, workflow automation, system enhancements, self-service, process elimination, and BPO
  • Build business cases covering cost/benefit, implementation effort, risk, and expected return
  • Assess build vs. buy vs. outsource trade-offs and support partner selection where BPO is the right answer

Partnership & Implementation
  • Partner with Comparion field and operations leadership, Technology, Finance, Legal/Compliance, and external partners to implement recommended solutions
  • Translate process design into requirements, pilots, and rollout plans
  • Drive adoption through documentation, training, and change management
  • Monitor post-implementation performance and iterate

Influence & Thought Leadership
  • Act as Comparion's subject matter expert on agency process design, setting the standard others follow
  • Build and socialize a repeatable framework for evaluating AI, automation, and BPO opportunities
  • Advise and influence senior leaders on prioritization and sequencing of the improvement portfolio
Focus Areas
  • Agency Compensation - increase the accuracy and efficiency of the process
  • Agency Management System (AMS) Management - data flows, integrations, download/upload processes, data quality and hygiene
  • Retention - agency and policyholder retention workflows, renewal processes, at-risk identification and outreach
  • Book Rolls - agency book transfers, onboarding/consolidation, data migration, quoting and issuance at scale
  • Agent Service Desk - inquiry intake and routing, first-contact resolution, self-service and deflection, knowledge management, and service levels
  • Financial Operations - partner payment processing, monthly reconciliations, and audit support


Qualifications

  • Displays strong research, problem solving, analytical, and critical thinking skills.
  • Advanced business operations knowledge to include understanding the function`s value chain and market conditions. Advanced influencing, relationship management & presentation skills.
  • Strong ability to support change and impart value within an organization.
  • Strong project management skills as part of implementing business process changes.
  • Advanced knowledge of available data sources, strengths and shortcomings.
  • May also be relevant based on the particular needs of the position: Advanced knowledge of Excel and strong knowledge of database software.
  • Solid knowledge of business intelligence tools.
  • Competencies typically acquired through a Bachelor`s degree or equivalent experience in addition to 6+ years of relevant experience to include business analysis work.
  • Advanced degree preferred.




About Liberty Mutual

Since 1912, Liberty Mutual Insurance have committed theirselves to providing broad, useful and competitively-priced insurance products and services to meet their customers' ever-changing needs. Their delivery on this commitment is the reason they're now the third largest property and casualty insurer in the U.S. based on 2012 direct premium written according to the National Association of Insurance Commissioners.

Liberty Mutual Careers

Join the vibrant team at Liberty Mutual, a leading global insurance company, where your career is in your hands. At Liberty Mutual, we are committed to fostering an inclusive culture that values diversity and innovation. With a variety of job opportunities across multiple fields, this is where your professional journey can truly flourish.

Work You’ll Do

At Liberty Mutual, you’ll be part of a team that’s dedicated to empowering people to live safer, more secure lives. Whether you’re interested in a position in claims handling, underwriting, or customer service, you’ll find a platform here to enhance your skills and push the boundaries of what you can achieve.

Explore Our Job Opportunities

Liberty Mutual offers a range of career paths for both seasoned professionals and those just starting out. Our internship programs provide invaluable hands-on experience, helping to bridge the gap between education and full-time employment. For those seeking to grow their career, we offer positions that challenge and inspire, backed by benefits that support both professional and personal growth.

Innovate with Us

Innovation is at the heart of Liberty Mutual. We encourage our team to bring fresh ideas that drive industry leadership and improve customer experiences. By joining our team, you’ll collaborate with talented professionals who are keen on developing solutions that lead the market.

Develop Your Career

Liberty Mutual is deeply invested in the professional development of its employees. With comprehensive diversity training and leadership programs, we prepare you to take on leadership roles within the company. Networking opportunities within the company can lead to mentorship and further career advancement.

Benefits of Joining Liberty Mutual

Working at Liberty Mutual comes with numerous benefits. From competitive salaries to health and wellness programs, we ensure our team members are well taken care of. More than just a job, a position at Liberty Mutual is a stepping stone to a fulfilling career.

Join Our Team

Ready to take the next step in your career? Explore the job opportunities at Liberty Mutual. We are actively hiring and looking for individuals who are passionate, curious, and ready to drive change. Enhance your resume, prepare for your interview, and become part of a company that values your unique skills and vision.

Stay Connected

Keep up to date with the latest from Liberty Mutual Careers by subscribing to our job alert emails. Tailor your subscription to match your career preferences and get insights into new postings and career tips directly from our team.

Liberty Mutual: A Place to Grow, Innovate, and Lead

Discover how you can make a difference. Visit our careers page to find the position that’s right for you and join a team that’s committed to growth, leadership, and innovation. At Liberty Mutual, your career is what you make it.
Learn more about Liberty Mutual
Size
45,000 employees
Industry
Finance & Insurance
Founded
1912
* Ladders Estimates

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