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. 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; Help the business make better decisions; Connect customer understanding, market dynamics, competitive context and commercial performance to shape growth strategy, portfolio choices, proposition development and customer experience priorities; Sit as a virtual member of the segment/brand leadership team; 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; 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; 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; Spot knowledge gaps and emerging questions; 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; Low-ego, high ownership - comfortable operating autonomously, rolling up their sleeves, and taking responsibility for outcomes in their segment

Nice to have

Experience in consumer technology, subscription, financial services or adjacent categories

Benefits

Company-paid private medical insurance, dental and vision benefits; Access to mental health and wellbeing support through Employee Assistance Programme (EAP); Group Personal Pension Plan with auto-enrolment; Opportunity to purchase Gen stock through Employee Stock Purchase Plan (ESPP); Unlimited Paid Time Off after statutory annual leave; Company holidays and a range of leave options; Tuition Reimbursement up to £5,150 per calendar year; Wellness Reimbursement up to $450 per year; Sustainability Allowance of $500 per year; Access to adoption assistance, family support services, legal assistance plans, and exclusive employee discounts