At a Glance
- Tasks: Lead customer strategy and influence key business decisions with data-driven insights.
- Company: Join Gen, a global leader in digital freedom and cybersecurity.
- Benefits: Enjoy unlimited paid time off, health benefits, and tuition reimbursement for career growth.
- Other info: Hybrid work model with a focus on collaboration and continuous learning.
- Why this job: Make a real impact by shaping customer-centric strategies in a dynamic environment.
- Qualifications: Experience in customer insight or strategy, with strong storytelling and communication skills.
The predicted salary is between 60000 - 75000 £ per year.
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.
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.
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.
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 prioritise 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 prioritised 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, prioritise 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.
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
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.
Customer Strategy Lead in London employer: Gen Digital
Gen is an exceptional employer that champions flexibility and innovation, offering a hybrid work model in London that fosters collaboration while allowing for personal productivity. With a strong commitment to employee growth, competitive benefits including unlimited PTO, tuition reimbursement, and wellness programs, Gen cultivates a supportive and inclusive work culture where diverse perspectives are valued and encouraged. As a Principal User Researcher, you'll have the unique opportunity to shape the research strategy in a transformative space, making a significant impact on both partners and end users alike.
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We think this is how you could land Customer Strategy Lead in London
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We think you need these skills to ace Customer Strategy Lead in London
Some tips for your application 🫡
Highlight Your Analytical Skills:In the business intelligence field, showcasing your analytical skills is a must. Make sure your CV includes relevant experience with data analysis tools, programming languages like SQL or Python, and any projects where you've interpreted complex data sets to drive business decisions.
Showcase Your Business Acumen:Don't just focus on data; show us how you can apply your insights to real-world business problems. Highlight projects where you made a tangible impact on company performance, and be prepared to explain your thought process in your cover letter.
Tailor Your Documents for Us:When applying for a full-time role at Gen Digital, tailor your CV and cover letter to reflect our organisational goals and strategies. Mention specific tools and methodologies that align with what we do—this shows you’ve done your homework and are genuinely interested in our mission!
Include Relevant Certifications:Certifications like Google Data Analytics or similar qualifications can really make you stand out in business intelligence. Include these in your application, as they demonstrate your commitment to the field and your willingness to stay current with industry standards.
How to prepare for a job interview at Gen Digital
✨Show off your analytical skills
In a business intelligence role, you're going to need to demonstrate your analytical prowess. Be prepared to discuss specific tools you've used, like SQL, Tableau, or Power BI. Have real-world examples ready where you’ve turned data into actionable insights – this is what makes us shine in interviews!
✨Practice your technical know-how
Expect some technical questions during the interview that dive deep into your understanding of data modelling and analytics frameworks. Brush up on your knowledge of data warehousing concepts and be ready to tackle any real case scenarios they might present. They’ll want to see how you approach problems using your BI toolkit.
✨Portfolio of Projects
Since it's a full-time role, having a strong portfolio is key! Compile case studies demonstrating your previous projects, preferably showing how your insights led to business improvements. This can help us display how you think through complex datasets and your problem-solving process, which is what employers are keen on seeing.
✨Know their business model
Get familiar with Gen Digital’s business model and recent data-driven decisions. Be prepared to discuss how your skills can specifically support their objectives or challenges. Understanding their landscape shows that you’re not just a data buff, but you’re also genuinely interested in how BI can impact their bottom line.
