Research Operations & AI Enablement Lead (Open)

Location: London (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.

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

The Research Operations & AI Enablement Lead sits within the Global Insights & Strategy team, part of Global Marketing (Marketing, Brand & Communications). The role sits at the intersection of strategy, operations and enablement, building and scaling the operational and AI foundations of the Insight function so the team can move faster, work smarter and focus on high-value insight and strategy.

You will lead the AI enablement agenda for the Insight team (where and how AI supports our work), own core team operations (budget, suppliers and team cadences), and run research operations (tools, governance, compliance and recruitment). By combining strong operations skills with technical curiosity and a service mindset, you will increase the speed, quality and strategic impact of the Insights team while ensuring responsible, compliant and cost-effective delivery.

Key Responsibilities

• AI enablement
  • Define and maintain the AI roadmap for the Insight team, focusing on clear, high-value use cases across the insight lifecycle (briefing, analysis, reporting, activation, knowledge management).
  • Plan and run AI pilots (e.g. summarisation, coding, assistive authoring, knowledge search) with defined success criteria, turning proven pilots into standard workflows.
  • Own a concise AI playbook covering workflows, prompts, templates and guardrails, including when work should be human-only vs human-in-the-loop.
  • Partner with Legal, Privacy, InfoSec and central AI teams to ensure responsible AI use in line with Gen policies.
• Research operations
  • Maintain the inventory of research tools and platforms (survey, UX testing, panels, repositories, dashboards), including owners, contracts and purpose, and recommend standardisation or upgrades where helpful.
  • Ensure research tools and practices are GDPR-compliant and aligned to Gen’s privacy and data protection requirements; keep core consent and data-handling guidance up to date.
  • Oversee respondent recruitment processes (external panels, customer samples, in-product intercepts) with agencies and internal partners, monitoring response rates, cost and participant experience.
  • Create and maintain lean operations templates and checklists (e.g. consent language, incentives, screeners, data-handling steps) and use automation/AI where appropriate to remove manual, repeatable tasks.
• Team operations
  • Support annual planning and in-year tracking of insight budgets (agencies, panels, tools, training), and manage key renewals, POs and value checks for core suppliers.
  • Coordinate the team rhythm – meetings, all hands, show-and-tells, training and offsites – with clear objectives, agendas, notes and follow-ups stored in the right places (e.g. SharePoint, Stravito, Teams/Slack).
  • Maintain and evolve core ways of working (intake/briefing, workstack tracking, debrief templates, documentation) and stakeholder guidance on how to work with the Insight team.

About you

Education

Bachelor’s degree in a relevant field (e.g. Business, Operations, Marketing, Information Systems) or equivalent practical experience.

Experience

• Experience in operations, programme management, research operations or marketing operations, ideally within insights, research, analytics, product or marketing.
• Hands-on familiarity with research tools and workflows (e.g. survey platforms, UX testing tools, panels, insight repositories).
• Experience managing suppliers, contracts and budgets (planning, tracking, renewals, value assessment).
• Experience owning or overseeing AI tool adoption and development of AI workflows, and comfort experimenting with new technology in a structured way.

Skills

• Strong process and systems thinking – able to map workflows and design simple, scalable processes.
• Technically curious – quick to learn new tools and translate them into practical use cases and guidance.
• Stakeholder management – credible with researchers, PMs, designers, marketers and ops/finance partners; able to influence without direct authority.
• Clear written and verbal communication, including playbooks, how-to guides and training materials.
• Comfortable with change and ambiguity, and able to support others through adoption of new tools and ways of working.

Personal Attributes

• Ability to thrive in a fast-paced, high-tech environment and manage complex problems.
• Service-oriented: motivated by making it easier for the team to deliver great work and for stakeholders to use insight.
• Experiment-driven: prefers test-and-learn over big-bang changes.
• Methodical and detail-oriented: approaches tasks with careful planning, ensuring processes are followed and details are addressed.
• Ethical and responsible: thoughtful about risk, especially around customer data and AI.

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.

Important Application Note

When you apply, please include your current city and country and let us know your work status (e.g. visa status, right to work in the relevant country, etc.).

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.