Some companies’ mission statements are little more than words on a wall. Then there are employers like Liberty Mutual and Agero, where purposeful work shows up in everything employees do.
“Without the insurance we provide, the everyday risks people face would be too great — whether it’s commuting to work, opening a business or moving goods around the world,” Dan Landers, associate vice president of brand strategy at Liberty Mutual, said. “Our purpose isn’t defined by any single program; it’s reflected in how we show up for customers every day.”
It’s easy to see the big picture for Judy Rodman, too. She’s a senior manager of UX design at Agero, a digital driving assistance company.
“Our business is dedicated to providing roadside assistance and our core focus is to build technology to get customers back on their way quickly and safely,” Rodman said. “Achieving this and earning glowing customer feedback about how we ‘saved their day,’ is my favorite form of proving our mission.”
Built In spoke with Rodman and Landers in detail about how users are the real core of both companies’ missions.
Liberty Mutual is a Fortune 100 company, offering property and casualty insurance.
In one sentence, why does the mission matter to your team — and what decision did it guide recently?
As global risk experts, we help people navigate a changing world — anticipating disruptions on the horizon, preventing and mitigating setbacks and supporting recovery when disaster strikes, so they can focus on what’s next. Our purpose shapes the products we build, how we grow and develop employees through meaningful careers and how we show up for people — often in the most challenging moments of their lives. When we deliver on our purpose, we help entire communities and economies thrive.
Which community or customer initiative best demonstrates your mission — and how is it measured?
Our purpose goes far beyond any single initiative or program. Without the insurance we provide, the everyday risks people face would be too great — whether it’s commuting to work, opening a business or moving goods around the world. Our purpose isn’t defined by any single program; it’s reflected in how we show up for customers every day.
When the devastating wildfires displaced families in California, we helped them find safe housing. After Morocco’s 2024 earthquake, we supported communities rebuilding their lives. And today, we’re investing in organizations to help expand clean, reliable energy. At Liberty Mutual, our purpose is simple — to make life’s uncertainties easier to navigate.
Do employees believe the mission is real? Share a moment or ritual that proves it.
Our employees live our purpose every day!
One of the clearest examples comes after a major event, when people need help finding a path forward. Within hours, teams from across the company work together with a shared urgency to understand the loss, support customers and stabilize communities. There’s no stronger example of our purpose in action than in those moments; it’s instinctive. That collective response is part of who we are as an organization and it shows how deeply our people believe that what we do matters.
Explore real-life examples of our purpose in action in our most recent Purpose & Impact Report.
Agero is a digital driving assistance company that provides accident management, consumer affairs support and connected vehicle services to customers.
In one sentence, why does the mission matter to your team — and what decision did it guide recently?
We anchor every team member in the user’s perspective, a focus that recently led us to make improvements based on feedback directly from agents and service providers. This mentality ensures the product solves genuine human needs in addition to our key roadmap initiatives.
Which community or customer initiative best demonstrates your mission — and how is it measured?
A user-centric approach is fundamental to creating impactful product and design, which is why we weave empathy and user focus into our key initiatives. Maintaining constant touchpoints with our users (like agents, service providers and customers) is essential for clearly understanding how upcoming refinements will affect them. User research is a crucial part of this process, ensuring we stick to our user-centric commitment. Ultimately, user feedback, whether through interviews, surveys or other channels, is my team’s most valuable measure of success.
Do employees believe the mission is real? Share a moment or ritual that proves it.
Truly understanding our users and finding common ground on goals to enhance the user experience is central to what my team focuses on. Thankfully our product organization also believes user feedback is a key pillar to our product’s success. Our business is dedicated to providing roadside assistance and our core focus is to build technology to get customers back on their way quickly and safely. Achieving this and earning glowing customer feedback about how we “saved their day,” is my favorite form of proving our mission.
