This summer, I had the tremendous opportunity to intern at Liberty Mutual Insurance in their Corporate Development Program. The program is designed to bring together MBA interns from various academic and professional backgrounds, leveraging their diverse experiences and perspectives to help Liberty uphold its promise to its customers: to help people embrace today and confidently pursue tomorrow. I was paired with Liberty’s customer experience strategy team within its personal insurance division. My team was focused on improving the customer experience across digital channels, including mobile devices, tablets, laptops, and computers. With the increase in customers who want to manage their insurance policies online, Liberty wants to meet this demand by providing a seamless digital policy change experience.
To help Liberty move closer to its goal, I knew I needed to take a holistic approach. I worked with the research team to analyze customer data, with the product development team to gain a better understanding of the challenges facing the software programmers, and with the user experience team to develop features for the improved digital interface. The project required me to pull from my professional experience as well as my coursework from the first year of my MBA program. I used lessons from my strategy, marketing, and risk management and insurance courses, as well as from our applied learning project with AIG, in every part of my project with Liberty. My first-year courses helped lay a foundation for me to succeed in my internship, and the depth of knowledge the RMI program provides in insurance was incredibly helpful.
At the end of the summer, I presented my findings and recommendations for how to improve the customer experience in digital channels to my managers and Liberty’s executive leadership. My recommendations were strong, and some were used to shape the department’s progress update to the rest of the company. My contributions this summer led to a full-time return offer from Liberty, one I am grateful and excited for. After a fun and successful summer, I’m looking forward to diving back into my courses as I begin the second year of my MBA.