Customer Experience & Product Strategy Lead

London, England, United Kingdom

4/29/2025

Who are We?

We're more than just a company; we're a global leader in digital safety. With a strong commitment to ensuring that everyone can navigate the digital world securely, we unite the best minds and cutting-edge technology through our family of brands: Norton, Avast, LifeLock, Avira, AVG, ReputationDefender, and CCleaner. Together, we protect over 500 million people worldwide. Our workplace is built on inclusivity, where your well-being is a top priority. We believe success comes from balance and authenticity. When you're thriving, you're unstoppable. So, bring your bold ideas and unstoppable drive, and join us in shaping the digital world. Ready to make an impact? Join #TeamGen.

How We Work?

Our hybrid work style (3 days in the 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.

Mission & Goals

The Customer Journey team is dedicated to improving the customer experience across all Gen’s products and services. We use customer research (both qualitative and quantitative) and service design to understand how people use and experience our products. We present business recommendations to improve each brand’s end-to-end customer experience and solve identified issues. We act as trusted advisors to the business, owning and delivering key insights on the end-to-end experiences across various business and stakeholder groups.

This person will have product design background or be working as CX/Customer journey lead in a product Org.

Customer Experience & Product Strategy Lead will manage our Customer Journey team. The focus will be on high-impact opportunities that cut across Gen’s products and customer segments. This includes creating and sharing a more holistic view of customer feedback identifying key themes, issues and opportunities and then leveraging this information to drive CX improvements through collaboration with Product, Engineering, Sales, Marketing, and Legal teams to drive long-term value.

Objectives

In this role, you will lead initiatives to improve customer satisfaction by analyzing feedback, identifying pain points, and collaborating with internal teams to deliver holistic solutions. Your adaptability will be key as you manage projects that range from process improvements to influencing product roadmaps. You will focus on continuous improvement, using data to uncover opportunities and implementing strategies that make a measurable impact on the customer experience.

• Working alongside our insights team to collect and analyze customer feedback to develop actionable improvement strategies.
• Identify customer experience improvements by partnering with initiative owners across the organization.
• Designing and implementing customer-centric processes that enhance satisfaction and loyalty.
• Measuring and tracking the return on investment (ROI) for customer experience initiatives.
• Preparing reports on key customer satisfaction metrics to guide senior management decisions.
• Collaborating with various stakeholders across product, commercial, and engineering departments to align on customer needs and improve processes.
  
  
  

Competencies

• Relentless focus on the customer experience
• Exceptional analytical, process and problem-solving skills.
• Organized, self-starter, ability to manage multiple projects simultaneously.
• Strong influencing, negotiation and relationship skills
• Demonstrated ability to influence and drive measurable outcomes
• Possess both cross-functional business and operational acumen
• Proven interpersonal effectiveness and ability to collaborate and work well with all levels of management and across organizational boundaries
• Pro-active, positive, self-starter approach
• Demonstrates success with senior management
• Ability to plan and execute in a timely manner with a sense of urgency
• Ability to be self-directed and drive others towards achieving challenging results
• Advanced presentation skills
• Communicates (both written and verbally) project status to senior management
• Ability to express ideas in a confident, clear and compelling way
  
  
  

Benefits

• Annual bonus scheme
• Unlimited PTO (paid time off), flexible working hours
• The chance to join a major global tech company listed on the S&P 500.
• Opportunity to learn and work with the best in the Digital Security industry.
• Cafeteria points are provided by Benefit Plus (meal plan, pension insurance, travel, free time activities, multisport card, and much more).
• Tuition reimbursement for job-related courses
• Learning & Development plan.
• Sustainable home improvement bonus
• Mac/Windows laptop and mobile
• LinkedIn Tag:
  
  
  

Gen is proud to be an equal-opportunity employer, committed to diversity and inclusivity. We base employment decisions on merit, experience, and business needs, without considering race, color, national origin, age, religion, sex, pregnancy, genetic information, disability, medical condition, marital status, sexual orientation, gender identity or expression, military or veteran status, or other unlawful factors. Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds.

We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants. Learn more about pay transparency.

To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.