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About the Role

The Customer Strategy Lead is a senior individual contributor who acts as a strategic advisor to segment and brand leadership for either Cyber Safety or Trust-based Solutions. Their primary responsibility is to help the business make better decisions by connecting 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.

Responsibilities

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.
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.
Synthesize evidence from multiple sources - including customer insight, analytics, CX, market intelligence, commercial performance and external trends - into clear strategic recommendations.
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.
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.

Requirements

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

Strategic, structured thinker
Strong storytelling and communication
Commercially astute
Collaborative and credible
Influential without authority
Customer-obsessed
Insight-to-action oriented
Low-ego, high ownership

Location

London

Work Type

Hybrid

Experience Level

Senior individual contributor

Benefits

Company-paid private medical insurance
Dental and vision benefits
Access to mental health and wellbeing support through our Employee Assistance Programme (EAP)
A Group Personal Pension Plan with auto-enrolment
Opportunity to purchase Gen stock through our Employee Stock Purchase Plan (ESPP)
Unlimited Paid Time Off (available once statutory annual leave has been used)
Company holidays
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)
Wellness Reimbursement (Up to $450 per year for fitness-related expenses)
Sustainability Allowance ($500 annual sustainable home improvement allowance)
Access to adoption assistance
Family support services
Legal assistance plans
Exclusive employee discounts

About the Company

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.
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.

Equal Opportunity

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.