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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.