Liberty Mutual The Customer Experience Job Analysis | Task Analysis February 23, 2015

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Discover

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Identifies skills and capabilities necessary to perform a job proficiently

Overview

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Job Information

Results & Recommendations

Job Analysis Survey

Focus Groups Interviews

Data Analysis

Job Analysis

Transportability

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Transportability of Validity

“Whole Person” Approach

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Audition® Suite: Supervisor, PSMT, sales or Service Simulation that measures multitasking, and other job-specific skills.

1stScribe® Measures writing skill, including punctuation, grammar, and word usage.

1stType® Measures typing speed and errors.

SKILL TO PERFORM

1stScreen® Measures tendency to remain composed, follow rules, and deliver a superior customer experience.

• Achievement • Balance

• Curiosity • Dependability

• Energy • Friendliness

MOTIVATION TO PERFORM

1stSolve® or 1stContact® Measures ability to learn and apply new information quickly and effectively.

ABILITY TO PERFORM

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The Customer Experience

Customer Experience Overview

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Liberty Mutual

CX

Global Competencies 100%

Job-Specific Competencies

100%

FurstPerson Assessments

100%

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Global Results

Global Summary

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• Job Information • Expert information

• Survey information • Activity information

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Global Results

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Title Goes Here Sample Text Sample Text Sample Text Sample Text

Global Tools

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Audition® Suite

• Achievement • Balance • Curiosity • Dependability • Energy • Friendliness

1stScreen®

1stSolve or 1stContact

CC Audition® Service or Sales Field Sales Audition® Supervisor Audition® PSMT® 1stScribe® 1stType®