Customer Strategy Lead

The Customer Research & Strategy Partner 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. Success is measured by the quality of business decisions influenced, not the volume of research delivered.

Responsibilities

Act as a strategic advisor to segment and brand leadership for either Cyber Safety (Norton & Avast) or Trust-based Solutions (LifeLock & MoneyLion); Help the business make better decisions by connecting customer understanding, market dynamics, competitive context and commercial performance; Sit as a virtual member of the segment/brand leadership team, bringing the voice of the customer into key decisions; Frame and scope the critical questions the business needs to answer; Synthesize diverse inputs into clear, actionable narratives that influence direction; Shape and prioritise the learning agenda for your segment in partnership with the wider Insight team; 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 and highlighting risks and opportunities; Synthesize evidence from multiple sources into clear strategic recommendations; Develop compelling 'so what / now what' narratives, presentations and workshops; Support stakeholders in evaluating strategic options and trade-offs; Ensure major insight programmes and strategic initiatives result in tangible business action; Define and maintain a prioritised learning roadmap for your business area; Spot knowledge gaps and emerging questions and translate them into clear briefs and programmes of work; Act as a connector across functions and disciplines; Play a leading role in developing the quarterly State of Play

Requirements

Significant experience in customer insight, strategy, consulting or a closely related field; 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; 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; Customer-obsessed - motivated by building a truthful, nuanced view of our customers and using it to drive better decisions; Insight-to-action oriented - focused on impact, not just analysis; always asking 'so what?' and 'now what?'; Low-ego, high ownership - comfortable operating autonomously, rolling up their sleeves, and taking responsibility for outcomes in their segment.

Nice to have

Ideally in consumer technology, subscription, financial services or adjacent categories.

Benefits

401(k) retirement plan with company match (Gen matches 50% of the first 7% of eligible pay, capped at $6,000 per year); Health Savings Account (HSA) funding ($500-$1,500 per year); Wellness/fitness reimbursement up to $375 per year; Sustainable home improvement allowance up to $500 per year; Tuition/education reimbursement up to $5,250 per year; Annual bonus; Flexible working options; Time off; Well-being programs