The 2022 Executives to Watch: Liberty Mutual’s Wesley Hyatt
As Wesley Hyatt settles into her new role as chief client officer for Liberty Mutual’s global risk solutions division, she is informed by her long tenure with the company, and inspired by her family legacy, which dates back to the first Liberty Mutual policy ever written.
The formal position of chief client officer role in the commercial and specialty business is only a few years old, Hyatt explained, but the concept “has always had a deep history; after all, we are a 110-year-old mutual company! But the pace of change has accelerated so much, we need to be even more organized, pro-active and data-driven so we can move fast in response to evolving client needs.”
Hyatt has held several leadership roles at Liberty Mutual in claims and account management, most recently as senior vice president of workers’ compensation claims. In that position, she led efforts in digital transformation with cloud-based technology and improving claim outcomes through advocacy.
Now she leads the client executive team, responsible for understanding the evolving risks faced by clients. Hyatt also oversees the U.S. client service team, which provides day-to-day service support for large domestic policyholders and their brokers.
Hyatt credits a predecessor with building the global client executive team. “That was done in direct response to client feedback. With the acquisition of Ironshore a few years ago, the commercial and specialty lines are far-reaching. Large clients told us that there was a need for a single point of contact, at the executive level, to help them navigate all parts of Liberty.”
The team has been in place for two years and is being expanded.
Calling on her background in workers’ compensation, Hyatt noted strong parallels to her new role. “The purpose of worker’s comp claims is to help the injured worker navigate care and recovery. In my new role, it’s about helping clients get maximum value from their partnership with Liberty. Insurance is complex by nature; I’m a firm believer in inspiring teams to keep the noble mission front and center in spite of day to day complexities and challenges.”
Hyatt grew up in Amesbury, Massachusetts and graduated from Middlebury College in Vermont. She was an American civilization major and co-captain of the women’s basketball team.
“I started my career with Liberty as a claims handler in California, and was probably 12 years into my career with Liberty before I took a tour of our corporate archives and realized that the first policy we ever issued was to the Everett Mills in Lawrence, MA back in 1912. That struck a chord with me because my great-grandparents immigrated to Lawrence, from Syria and Italy, and worked in the mills.”
She continued, “My family is still very involved in the Lawrence community, and I feel like my work at Liberty in some way connects me back to my roots – helping individuals and client companies operate safely in a changing world.” &