AVG
Customer Strategy Lead London - Hybrid (3 days per week in the office) About Gen Gen is a global company dedicated to powering Digital Freedom through its trusted consumer brands including Norton, Avast, LifeLock, MoneyLion and more. Our combined heritage is rooted in financial empowerment and cyber safety for the first digital generations, and today we deliver award winning cybersecurity, online privacy, identity protection and financial wellness solutions to nearly 500 million users in more than 150 countries. Together, we share a collective passion and vision to protect consumers and help them grow, manage and secure their digital and financial lives. We're always looking for smart, fearless and high impact talent who see AI as a teammate - leveraging it to move faster and deliver meaningful results. When you're part of Gen, you'll have the flexibility, tools and support to do your best work and grow your career - from flexible working options and time off to competitive pay, benefits and well being programs. At Gen, we are scrappy and relentlessly customer driven. We create room for healthy debate, experimentation and continuous learning, and we seek out people with different experiences, identities and ideas to join our team. You'll work with people who back each other, respect each other and understand that our differences are a competitive advantage. If this sounds like you, we'd love you to be part of Gen. How We Work Our hybrid work style (3 days in the London office) gives us the face to face time to have creative conversations, meaningful meetings, make quick decisions and build relationships. And it's flexible enough to give you the space to do your best work. Customer Strategy Lead The team The Insights & Strategy team creates deep organizational understanding of our customers, markets and competitors so we can develop customer centric products, services and communications that drive business growth. We bring together different research disciplines and synthesize insights from across data sources, to tell coherent customer stories and ground decisions in evidence across Marketing, Product and Commercial teams. Role summary The Customer Strategy Lead is a senior individual contributor who acts as a strategic advisor to segment and brand leadership for either Cyber Safety (Norton & Avast) or Trust based Solutions (LifeLock & MoneyLion). Their primary responsibility is not to generate research, but to help the business make better decisions. They connect customer understanding, market dynamics, competitive context and commercial performance to shape growth strategy, portfolio choices, proposition development and customer experience priorities. The role sits at the intersection of strategy, customer insight and stakeholder leadership. You will: Sit as a virtual member of the segment/brand leadership team, bringing the voice of the customer into key decisions. Frame and scope the critical questions the business needs to answer. Synthesize diverse inputs into clear, actionable narratives that influence direction. Shape and prioritize the learning agenda for your segment in partnership with the wider Insight team. Success is measured by the quality of business decisions influenced, not the volume of research delivered. Key responsibilities Strategic business partnering Act as a trusted advisor to the Segment Lead / Brand Lead and their virtual leadership team on segment strategy, performance, customer base and competitive context for your business segment. Frame and refine critical business questions (e.g., portfolio choices, proposition direction, target audiences, pricing/packaging, experience priorities). Bring a customer and evidence centred perspective into business planning, roadmap discussions and major investment or trade off decisions. Represent the voice of the customer in key forums - challenging constructively, highlighting risks and opportunities, and helping leaders see decisions through a customer lens. Business strategy & decision support Synthesize evidence from multiple sources - including customer insight, analytics, CX, market intelligence, commercial performance and external trends - into clear strategic recommendations for the business. Develop compelling "so what / now what" narratives, presentations and workshops that help leaders and teams move from evidence to decision, creating clarity and alignment around key priorities. Support stakeholders in evaluating strategic options and trade offs relating to growth, customer experience, proposition development, portfolio choices and go to market decisions. Ensure major insight programmes and strategic initiatives result in tangible business action, helping teams translate customer understanding into priorities, plans and measurable outcomes. Learning agenda and insight activation Work closely with stakeholders and Insight team colleagues to ensure projects are framed against the right strategic questions for your segment. Define and maintain a prioritized learning roadmap for your business area, aligned to the biggest opportunities, risks and decisions. Spot knowledge gaps and emerging questions and translate them into clear briefs and programmes of work. Act as a connector across functions and disciplines - joining up signals across teams and sources into a unified view of customer needs and market dynamics. Play a leading role in developing the quarterly State of Play (integrated customer narrative) in collaboration with Insight team colleagues. Skills & experience Essential experience Significant experience in customer insight, strategy, consulting or a closely related field, ideally in consumer technology, subscription, financial services or adjacent categories. Proven track record of partnering with senior stakeholders on major strategic or commercial decisions (e.g., portfolio strategy, brand positioning, proposition development, experience design, go to market). Experience synthesising multiple data and insight sources (qual, quant, analytics, CX, market intel) into concise, decision ready outputs. Demonstrated impact in turning insight into action - influencing real changes in products, experiences, communications or commercial strategy. Skills & capabilities Strategic, structured thinker - able to frame problems, prioritize questions, and connect customer insight to business outcomes. Strong storytelling and communication - comfortable simplifying complexity, building clear narratives and presenting confidently to senior audiences. Commercially astute - understands how brands grow, how P&Ls work, and how customer behaviour shows up in performance metrics. Collaborative and credible - able to work effectively across teams, building trust and alignment in a matrix environment. Influential without authority - willing and able to challenge thinking, propose alternatives and guide teams towards more customer centric choices. Mindset Customer obsessed - motivated by building a truthful, nuanced view of our customers and using it to drive better decisions. Insight to action oriented - focused on impact, not just analysis; always asking "so what?" and "now what?". Low ego, high ownership - comfortable operating autonomously, rolling up their sleeves, and taking responsibility for outcomes in their segment. Benefits At Gen Digital, we are committed to supporting our employees' well being and professional growth. Our comprehensive benefits package for UK team members includes: Health & Wellbeing - Company paid private medical insurance, dental and vision benefits, plus access to mental health and wellbeing support through our Employee Assistance Programme (EAP). Financial Security - A Group Personal Pension Plan with auto enrolment for eligible employees, together with the opportunity to purchase Gen stock through our Employee Stock Purchase Plan (ESPP). Unlimited Paid Time Off - available once statutory annual leave has been used, plus company holidays and a range of leave options to support personal and family needs. Tuition Reimbursement - Up to £5,150 per calendar year for job related accredited courses that support career development within Gen. Wellness Reimbursement - Up to $450 per year to cover fitness related expenses. Sustainability Allowance - A $500 annual sustainable home improvement allowance. Additional Perks - Access to adoption assistance, family support services, legal assistance plans, and exclusive employee discounts. Gen is an equal opportunity employer, and we're committed to fair, inclusive practices at every stage of the candidate and employee journey. Employment decisions are based on merit, experience and business needs.
Customer Strategy Lead London - Hybrid (3 days per week in the office) About Gen Gen is a global company dedicated to powering Digital Freedom through its trusted consumer brands including Norton, Avast, LifeLock, MoneyLion and more. Our combined heritage is rooted in financial empowerment and cyber safety for the first digital generations, and today we deliver award winning cybersecurity, online privacy, identity protection and financial wellness solutions to nearly 500 million users in more than 150 countries. Together, we share a collective passion and vision to protect consumers and help them grow, manage and secure their digital and financial lives. We're always looking for smart, fearless and high impact talent who see AI as a teammate - leveraging it to move faster and deliver meaningful results. When you're part of Gen, you'll have the flexibility, tools and support to do your best work and grow your career - from flexible working options and time off to competitive pay, benefits and well being programs. At Gen, we are scrappy and relentlessly customer driven. We create room for healthy debate, experimentation and continuous learning, and we seek out people with different experiences, identities and ideas to join our team. You'll work with people who back each other, respect each other and understand that our differences are a competitive advantage. If this sounds like you, we'd love you to be part of Gen. How We Work Our hybrid work style (3 days in the London office) gives us the face to face time to have creative conversations, meaningful meetings, make quick decisions and build relationships. And it's flexible enough to give you the space to do your best work. Customer Strategy Lead The team The Insights & Strategy team creates deep organizational understanding of our customers, markets and competitors so we can develop customer centric products, services and communications that drive business growth. We bring together different research disciplines and synthesize insights from across data sources, to tell coherent customer stories and ground decisions in evidence across Marketing, Product and Commercial teams. Role summary The Customer Strategy Lead is a senior individual contributor who acts as a strategic advisor to segment and brand leadership for either Cyber Safety (Norton & Avast) or Trust based Solutions (LifeLock & MoneyLion). Their primary responsibility is not to generate research, but to help the business make better decisions. They connect customer understanding, market dynamics, competitive context and commercial performance to shape growth strategy, portfolio choices, proposition development and customer experience priorities. The role sits at the intersection of strategy, customer insight and stakeholder leadership. You will: Sit as a virtual member of the segment/brand leadership team, bringing the voice of the customer into key decisions. Frame and scope the critical questions the business needs to answer. Synthesize diverse inputs into clear, actionable narratives that influence direction. Shape and prioritize the learning agenda for your segment in partnership with the wider Insight team. Success is measured by the quality of business decisions influenced, not the volume of research delivered. Key responsibilities Strategic business partnering Act as a trusted advisor to the Segment Lead / Brand Lead and their virtual leadership team on segment strategy, performance, customer base and competitive context for your business segment. Frame and refine critical business questions (e.g., portfolio choices, proposition direction, target audiences, pricing/packaging, experience priorities). Bring a customer and evidence centred perspective into business planning, roadmap discussions and major investment or trade off decisions. Represent the voice of the customer in key forums - challenging constructively, highlighting risks and opportunities, and helping leaders see decisions through a customer lens. Business strategy & decision support Synthesize evidence from multiple sources - including customer insight, analytics, CX, market intelligence, commercial performance and external trends - into clear strategic recommendations for the business. Develop compelling "so what / now what" narratives, presentations and workshops that help leaders and teams move from evidence to decision, creating clarity and alignment around key priorities. Support stakeholders in evaluating strategic options and trade offs relating to growth, customer experience, proposition development, portfolio choices and go to market decisions. Ensure major insight programmes and strategic initiatives result in tangible business action, helping teams translate customer understanding into priorities, plans and measurable outcomes. Learning agenda and insight activation Work closely with stakeholders and Insight team colleagues to ensure projects are framed against the right strategic questions for your segment. Define and maintain a prioritized learning roadmap for your business area, aligned to the biggest opportunities, risks and decisions. Spot knowledge gaps and emerging questions and translate them into clear briefs and programmes of work. Act as a connector across functions and disciplines - joining up signals across teams and sources into a unified view of customer needs and market dynamics. Play a leading role in developing the quarterly State of Play (integrated customer narrative) in collaboration with Insight team colleagues. Skills & experience Essential experience Significant experience in customer insight, strategy, consulting or a closely related field, ideally in consumer technology, subscription, financial services or adjacent categories. Proven track record of partnering with senior stakeholders on major strategic or commercial decisions (e.g., portfolio strategy, brand positioning, proposition development, experience design, go to market). Experience synthesising multiple data and insight sources (qual, quant, analytics, CX, market intel) into concise, decision ready outputs. Demonstrated impact in turning insight into action - influencing real changes in products, experiences, communications or commercial strategy. Skills & capabilities Strategic, structured thinker - able to frame problems, prioritize questions, and connect customer insight to business outcomes. Strong storytelling and communication - comfortable simplifying complexity, building clear narratives and presenting confidently to senior audiences. Commercially astute - understands how brands grow, how P&Ls work, and how customer behaviour shows up in performance metrics. Collaborative and credible - able to work effectively across teams, building trust and alignment in a matrix environment. Influential without authority - willing and able to challenge thinking, propose alternatives and guide teams towards more customer centric choices. Mindset Customer obsessed - motivated by building a truthful, nuanced view of our customers and using it to drive better decisions. Insight to action oriented - focused on impact, not just analysis; always asking "so what?" and "now what?". Low ego, high ownership - comfortable operating autonomously, rolling up their sleeves, and taking responsibility for outcomes in their segment. Benefits At Gen Digital, we are committed to supporting our employees' well being and professional growth. Our comprehensive benefits package for UK team members includes: Health & Wellbeing - Company paid private medical insurance, dental and vision benefits, plus access to mental health and wellbeing support through our Employee Assistance Programme (EAP). Financial Security - A Group Personal Pension Plan with auto enrolment for eligible employees, together with the opportunity to purchase Gen stock through our Employee Stock Purchase Plan (ESPP). Unlimited Paid Time Off - available once statutory annual leave has been used, plus company holidays and a range of leave options to support personal and family needs. Tuition Reimbursement - Up to £5,150 per calendar year for job related accredited courses that support career development within Gen. Wellness Reimbursement - Up to $450 per year to cover fitness related expenses. Sustainability Allowance - A $500 annual sustainable home improvement allowance. Additional Perks - Access to adoption assistance, family support services, legal assistance plans, and exclusive employee discounts. Gen is an equal opportunity employer, and we're committed to fair, inclusive practices at every stage of the candidate and employee journey. Employment decisions are based on merit, experience and business needs.
AVG
About Gen Gen is a global company dedicated to powering Digital Freedom through its trusted consumer brands including Norton, Avast, LifeLock, MoneyLion and more. Our combined heritage is rooted in financial empowerment and cyber safety for the first digital generations, and today we deliver award winning cybersecurity, online privacy, identity protection and financial wellness solutions to nearly 500 million users in more than 150 countries. Together, we share a collective passion and vision to protect consumers and help them grow, manage and secure their digital and financial lives. We're always looking for smart, fearless and high impact talent who see AI as a teammate - leveraging it to move faster and deliver meaningful results. When you're part of Gen, you'll have the flexibility, tools and support to do your best work and grow your career - from flexible working options and time off to competitive pay, benefits and well being programs. At Gen, we are scrappy and relentlessly customer driven. We create room for healthy debate, experimentation and continuous learning, and we seek out people with different experiences, identities and ideas to join our team. You'll work with people who back each other, respect each other and understand that our differences are a competitive advantage. If this sounds like you, we'd love you to be part of Gen. How We Work Our hybrid work style (3 days in the office - London) gives us the face to face time to have creative conversations, meaningful meetings, make quick decisions and build relationships. And it's flexible enough to give you the space to do your best work. About the Role As a Principal User Researcher at Gen, you'll own the research strategy for our Partner organisation - one of the most strategically important areas of the business that hasn't had research support. The Partner team brings Gen products to market through third party channels: telcos and ISPs that bundle security with connectivity plans, employers who offer Norton and LifeLock as a workplace benefit, OEM relationships with device manufacturers, and more. This is a B2B2C model: partners are one customer, and the end consumers who receive Gen products through them are another, with different needs, mental models and success metrics. The Partner organisation is in the middle of a significant transformation, including a new partner portal and configuration platform that lets partners embed and manage Gen products without bespoke engineering work each time. It's a fast moving, high stakes space that has had no dedicated user research support until now - so you'll be the first researcher embedded here, building the foundation from scratch: establishing who the end users are, mapping their mental models and pain points, and helping a product and engineering team that's building its research practice from the ground up understand what it can do for them. You'll lead high impact, high ambiguity research across multiple partner products and user journeys, developing reusable frameworks and making sure your findings shape what gets built and how it works for users. Your research will directly shape how the partner delivery platform is built and how activation and onboarding experiences are designed - for both the partners configuring Gen products and the end consumers receiving them. While Partner is your primary focus, you'll work alongside the wider research team and may contribute to research on specific Gen products as priorities evolve. You'll be a trusted advisor to senior stakeholders, a coach to peers and junior researchers, and a key voice in shaping our research culture at Gen. You don't need to be the loudest voice in the room - but you do need to show up with conviction, bring clarity to complex problems, and help teams see what they couldn't see before. What You Will Do in This Role / Key Responsibilities Build the research foundation for the Partner space - define who the end users are across diverse partner channels (telco, employee benefits, OEM, DCB), map their mental models, pain points and activation journeys. Own research strategy across multiple partner product domains - from early generative discovery through evaluative work, including usability testing on partner CX and features - using research so decisions are made on evidence, not guesswork. Bring the end user into the room - the Partner team has historically focused on partner relationships and sales; your role is to make the voice of the end customer equally present in product and platform decisions. Translate complexity into clarity - synthesise findings into clear recommendations that shift product direction and inspire action at senior levels, including with stakeholders new to working with research. Build strong cross functional relationships with senior stakeholders across product, design, engineering and partner facing teams, navigating competing priorities with confidence and diplomacy. Develop reusable frameworks and playbooks that raise the quality and consistency of research across the team, and coach and mentor peers and junior researchers. Use AI well in research, applying AI tools to enhance synthesis and analysis, and help the team and stakeholders level up in how they use AI in research. What You'll Need to Be Successful in This Role / About You Experience working in environments where the end user is not the direct customer - B2B2C, platform, channel or agency contexts where you've held multiple audiences simultaneously. A proven track record in user research for digital products, with depth of impact mattering more than years. Experience leading end to end research across multiple complex product areas, from framing ambiguous problems to delivering strategic insights. A track record of driving product vision and business decisions through research, not just informing them. Excellent stakeholder management - able to build trust with senior and strong willed partners, hold a steady voice under pressure, and align diverse perspectives around user insight. Experience developing reusable research frameworks or playbooks that others build on. Excellent storytelling and communication skills, able to distil complexity into clarity and motivate action across levels of seniority. A strategic, systems thinking mindset - connecting detailed findings to big picture product vision and understanding how different channels, users and touchpoints relate to each other. AI fluency - ahead of the curve on applying AI in user research, with the appetite to help the team level up. Bonus Background in cybersecurity, fintech, telco or complex consumer technology environments. Familiarity with service design methods such as service blueprinting or ecosystem mapping. Experience contributing to or leading research community of practice initiatives. And a Note From Us We know that not everyone will tick every box. If you're excited about the role and feel you could make a meaningful contribution, we'd love to hear from you. We're especially looking for someone who thrives in complex, ambiguous environments - someone who can bring clarity, confidence and calm to strategic conversations, and elevate the voice of the user. Whether you're a natural extrovert or a quiet thinker, what matters most is that you're willing to speak up, ask hard questions, and help shape the decisions that count. What's Next Your CV will be reviewed together by the recruiter and hiring manager to assess the scope of your role, the impact you've delivered, and how your experience aligns with the position. If shortlisted, the recruiter will invite you to an initial Zoom conversation to discuss your background, what's compelling you to Gen, and walk you through the interview process. Gen is an equal opportunity employer, and we're committed to fair, inclusive practices at every stage of the candidate and employee journey. Employment decisions are based on merit, experience and business needs. Benefits Annual bonus scheme Unlimited PTO (paid time off) & flexible working hours Tuition reimbursement for job related courses Sustainable home improvement bonus Learning & Development plan Private medical insurance (from day 1) Private dental insurance Group personal pension (Gen matches up to 6%) Life insurance (7x base salary) Group income protection (75% of base salary) Employee Stock Purchase Plan (ESPP) Wellness reimbursement Adoption assistance Employee Assistance Programme (EAP) Opportunity to learn and work with the best in the Digital Security industry The chance to join a major global tech company listed on the S&P 500
About Gen Gen is a global company dedicated to powering Digital Freedom through its trusted consumer brands including Norton, Avast, LifeLock, MoneyLion and more. Our combined heritage is rooted in financial empowerment and cyber safety for the first digital generations, and today we deliver award winning cybersecurity, online privacy, identity protection and financial wellness solutions to nearly 500 million users in more than 150 countries. Together, we share a collective passion and vision to protect consumers and help them grow, manage and secure their digital and financial lives. We're always looking for smart, fearless and high impact talent who see AI as a teammate - leveraging it to move faster and deliver meaningful results. When you're part of Gen, you'll have the flexibility, tools and support to do your best work and grow your career - from flexible working options and time off to competitive pay, benefits and well being programs. At Gen, we are scrappy and relentlessly customer driven. We create room for healthy debate, experimentation and continuous learning, and we seek out people with different experiences, identities and ideas to join our team. You'll work with people who back each other, respect each other and understand that our differences are a competitive advantage. If this sounds like you, we'd love you to be part of Gen. How We Work Our hybrid work style (3 days in the office - London) gives us the face to face time to have creative conversations, meaningful meetings, make quick decisions and build relationships. And it's flexible enough to give you the space to do your best work. About the Role As a Principal User Researcher at Gen, you'll own the research strategy for our Partner organisation - one of the most strategically important areas of the business that hasn't had research support. The Partner team brings Gen products to market through third party channels: telcos and ISPs that bundle security with connectivity plans, employers who offer Norton and LifeLock as a workplace benefit, OEM relationships with device manufacturers, and more. This is a B2B2C model: partners are one customer, and the end consumers who receive Gen products through them are another, with different needs, mental models and success metrics. The Partner organisation is in the middle of a significant transformation, including a new partner portal and configuration platform that lets partners embed and manage Gen products without bespoke engineering work each time. It's a fast moving, high stakes space that has had no dedicated user research support until now - so you'll be the first researcher embedded here, building the foundation from scratch: establishing who the end users are, mapping their mental models and pain points, and helping a product and engineering team that's building its research practice from the ground up understand what it can do for them. You'll lead high impact, high ambiguity research across multiple partner products and user journeys, developing reusable frameworks and making sure your findings shape what gets built and how it works for users. Your research will directly shape how the partner delivery platform is built and how activation and onboarding experiences are designed - for both the partners configuring Gen products and the end consumers receiving them. While Partner is your primary focus, you'll work alongside the wider research team and may contribute to research on specific Gen products as priorities evolve. You'll be a trusted advisor to senior stakeholders, a coach to peers and junior researchers, and a key voice in shaping our research culture at Gen. You don't need to be the loudest voice in the room - but you do need to show up with conviction, bring clarity to complex problems, and help teams see what they couldn't see before. What You Will Do in This Role / Key Responsibilities Build the research foundation for the Partner space - define who the end users are across diverse partner channels (telco, employee benefits, OEM, DCB), map their mental models, pain points and activation journeys. Own research strategy across multiple partner product domains - from early generative discovery through evaluative work, including usability testing on partner CX and features - using research so decisions are made on evidence, not guesswork. Bring the end user into the room - the Partner team has historically focused on partner relationships and sales; your role is to make the voice of the end customer equally present in product and platform decisions. Translate complexity into clarity - synthesise findings into clear recommendations that shift product direction and inspire action at senior levels, including with stakeholders new to working with research. Build strong cross functional relationships with senior stakeholders across product, design, engineering and partner facing teams, navigating competing priorities with confidence and diplomacy. Develop reusable frameworks and playbooks that raise the quality and consistency of research across the team, and coach and mentor peers and junior researchers. Use AI well in research, applying AI tools to enhance synthesis and analysis, and help the team and stakeholders level up in how they use AI in research. What You'll Need to Be Successful in This Role / About You Experience working in environments where the end user is not the direct customer - B2B2C, platform, channel or agency contexts where you've held multiple audiences simultaneously. A proven track record in user research for digital products, with depth of impact mattering more than years. Experience leading end to end research across multiple complex product areas, from framing ambiguous problems to delivering strategic insights. A track record of driving product vision and business decisions through research, not just informing them. Excellent stakeholder management - able to build trust with senior and strong willed partners, hold a steady voice under pressure, and align diverse perspectives around user insight. Experience developing reusable research frameworks or playbooks that others build on. Excellent storytelling and communication skills, able to distil complexity into clarity and motivate action across levels of seniority. A strategic, systems thinking mindset - connecting detailed findings to big picture product vision and understanding how different channels, users and touchpoints relate to each other. AI fluency - ahead of the curve on applying AI in user research, with the appetite to help the team level up. Bonus Background in cybersecurity, fintech, telco or complex consumer technology environments. Familiarity with service design methods such as service blueprinting or ecosystem mapping. Experience contributing to or leading research community of practice initiatives. And a Note From Us We know that not everyone will tick every box. If you're excited about the role and feel you could make a meaningful contribution, we'd love to hear from you. We're especially looking for someone who thrives in complex, ambiguous environments - someone who can bring clarity, confidence and calm to strategic conversations, and elevate the voice of the user. Whether you're a natural extrovert or a quiet thinker, what matters most is that you're willing to speak up, ask hard questions, and help shape the decisions that count. What's Next Your CV will be reviewed together by the recruiter and hiring manager to assess the scope of your role, the impact you've delivered, and how your experience aligns with the position. If shortlisted, the recruiter will invite you to an initial Zoom conversation to discuss your background, what's compelling you to Gen, and walk you through the interview process. Gen is an equal opportunity employer, and we're committed to fair, inclusive practices at every stage of the candidate and employee journey. Employment decisions are based on merit, experience and business needs. Benefits Annual bonus scheme Unlimited PTO (paid time off) & flexible working hours Tuition reimbursement for job related courses Sustainable home improvement bonus Learning & Development plan Private medical insurance (from day 1) Private dental insurance Group personal pension (Gen matches up to 6%) Life insurance (7x base salary) Group income protection (75% of base salary) Employee Stock Purchase Plan (ESPP) Wellness reimbursement Adoption assistance Employee Assistance Programme (EAP) Opportunity to learn and work with the best in the Digital Security industry The chance to join a major global tech company listed on the S&P 500