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About the Role

As a Principal User Researcher at Gen, you will own the research strategy for the Partner organisation, a strategically important area of the business that has not previously had dedicated research support. This role involves building research foundations from scratch, establishing end-user understanding, and guiding product and engineering teams in their research practices. You will lead high-impact research, shape product development, and serve as a trusted advisor to senior stakeholders.

Responsibilities

Build the research foundation for the Partner space, defining end users, mapping mental models, pain points, and activation journeys across diverse partner channels.
Own research strategy across multiple partner product domains, from generative discovery to evaluative work and usability testing.
Ensure the end user's voice is equally present in product and platform decisions, balancing focus on partner relationships and sales.
Synthesize findings into clear recommendations that shift product direction and inspire action at senior levels.
Build strong cross-functional relationships with senior stakeholders across product, design, engineering, and partner-facing teams.
Develop reusable research frameworks and playbooks to enhance research quality and consistency.
Coach and mentor peers and junior researchers.
Utilize AI tools to enhance research synthesis and analysis, and help the team improve their AI usage in research.

Requirements

Experience working in environments where the end user is not the direct customer (B2B2C, platform, channel, or agency contexts).
Proven track record in user research for digital products, with depth of impact being more important than years of experience.
Experience leading end-to-end research across multiple complex product areas, from framing ambiguous problems to delivering strategic insights.
Track record of driving product vision and business decisions through research.
Excellent stakeholder management skills, including building trust with senior partners and aligning diverse perspectives.
Experience developing reusable research frameworks or playbooks.
Excellent storytelling and communication skills, distilling complexity into clarity and motivating action.
Strategic, systems-thinking mindset.
AI fluency and a proactive approach to applying AI in user research.

Skills

User Research Strategy
Generative Discovery
Evaluative Research
Usability Testing
Stakeholder Management
Cross-functional Collaboration
Framework Development
Mentoring
AI Application in Research
Storytelling
Systems Thinking

Location

London

Work Type

Hybrid

Experience Level

Principal

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 the Company

Gen is a global company dedicated to powering Digital Freedom through trusted consumer brands like Norton, Avast, LifeLock, and MoneyLion.
The company's heritage is rooted in financial empowerment and cyber safety, delivering cybersecurity, online privacy, identity protection, and financial wellness solutions to nearly 500 million users in over 150 countries.
Gen is driven by a collective passion to protect consumers and help them grow, manage, and secure their digital and financial lives.
The company values smart, fearless, high-impact talent who leverage AI as a teammate.
Gen offers flexibility, tools, and support for career growth, including flexible working options, time off, competitive pay, benefits, and well-being programs.
The company culture is described as scrappy, relentlessly customer-driven, and fosters healthy debate, experimentation, and continuous learning.
Gen seeks individuals with diverse experiences, identities, and ideas, emphasizing mutual support, respect, and the recognition of differences as a competitive advantage.

Equal Opportunity

Gen is an equal opportunity employer, committed to fair, inclusive practices at every stage of the candidate and employee journey.
Employment decisions are based on merit, experience, and business needs.