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 48987 - 54430 £ 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 are 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 is 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:
- 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.
Success is measured by the quality of business decisions influenced, not the volume of research delivered.
Key responsibilities include:
- Synthesising evidence from multiple sources - including customer insight, analytics, CX, market intelligence, commercial performance and external trends - into clear strategic recommendations for the business.
- Developing compelling narratives, presentations and workshops that help leaders and teams move from evidence to decision, creating clarity and alignment around key priorities.
- Supporting stakeholders in evaluating strategic options and trade-offs relating to growth, customer experience, proposition development, portfolio choices and go-to-market decisions.
- Ensuring major insight programmes and strategic initiatives result in tangible business action, helping teams translate customer understanding into priorities, plans and measurable outcomes.
Essential experience includes:
- 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.
- Experience synthesising multiple data and insight sources into concise, decision-ready outputs.
- Demonstrated impact in turning insight into action - influencing real changes in products, experiences, communications or commercial strategy.
Skills & capabilities required:
- 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.
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 have 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 is compelling you to Gen, and walk you through the interview process.
Gen is an equal opportunity employer, and we are committed to fair, inclusive practices at every stage of the candidate and employee journey. Employment decisions are based on merit, experience and business needs.
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 employer: Socket.dev
Multiverse is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the heart of Edinburgh. With a commitment to employee growth through comprehensive upskilling opportunities and a robust benefits package, including generous holiday allowances and health support, Multiverse empowers its team to thrive in the rapidly evolving AI landscape. Join us to be part of a mission-driven company that values diversity and inclusion while shaping the future of education and workforce development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Strategy Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Socket.dev. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Socket.dev before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Strategy Lead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Socket.dev:Your cover letter is your chance to shine! Tell us why you want to work at Socket.dev specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Socket.dev!
How to prepare for a job interview at Socket.dev
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
