Research Operations & AI Enablement Lead (Open)

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.

If this sounds like you, we’d love you to be part of Gen.

Our hybrid work style (3 days in the office – London )- 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.

The Research Operations & AI Enablement Lead sits within the Global Insights & Strategy team , part of Global Marketing (Marketing, Brand & Communications) . The role sits at the intersection of strategy, operations and enablement, building and scaling the operational and AI foundations of the Insight function so the team can move faster, work smarter and focus on high‑value insight and strategy.

You will lead the AI enablement agenda for the Insight team (where and how AI supports our work), own core team operations (budget, suppliers and team cadences), and run research operations (tools, governance, compliance and recruitment). By combining strong operations skills with technical curiosity and a service mindset, you will increase the speed, quality and strategic impact of the Insights team while ensuring responsible, compliant and cost‑effective delivery.

• Define and maintain the AI roadmap for the Insight team, focusing on clear, high‑value use cases across the insight lifecycle (briefing, analysis, reporting, activation, knowledge management).
• Plan and run AI pilots (e.g. summarisation, coding, assistive authoring, knowledge search) with defined success criteria, turning proven pilots into standard workflows.
• Own a concise AI playbook covering workflows, prompts, templates and guardrails, including when work should be human‑only vs human‑in‑the‑loop.
• Partner with Legal, Privacy, InfoSec and central AI teams to ensure responsible AI use in line with Gen policies.

• Maintain the inventory of research tools and platforms (survey, UX testing, panels, repositories, dashboards), including owners, contracts and purpose, and recommend standardisation or upgrades where helpful.
• Ensure research tools and practices are GDPR‑compliant and aligned to Gen’s privacy and data protection requirements; keep core consent and data‑handling guidance up to date.
• Oversee respondent recruitment processes (external panels, customer samples, in‑product intercepts) with agencies and internal partners, monitoring response rates, cost and participant experience.
• Create and maintain lean operations templates and checklists (e.g. consent language, incentives, screeners, data‑handling steps) and use automation/AI where appropriate to remove manual, repeatable tasks.

• Support annual planning and in‑year tracking of insight budgets (agencies, panels, tools, training), and manage key renewals, POs and value checks for core suppliers.
• Coordinate the team rhythm – meetings, all hands, show‑and‑tells, training and offsites – with clear objectives, agendas, notes and follow‑ups stored in the right places (e.g. SharePoint, Stravito, Teams/Slack).
• Maintain and evolve core ways of working (intake/briefing, workstack tracking, debrief templates, documentation) and stakeholder guidance on how to work with the Insight team.

• Bachelor’s degree in a relevant field (e.g. Business, Operations, Marketing, Information Systems) or equivalent practical experience.

• Experience in operations, programme management, research operations or marketing operations, ideally within insights, research, analytics, product or marketing.
• Hands‑on familiarity with research tools and workflows (e.g. survey platforms, UX testing tools, panels, insight repositories).
• Experience managing suppliers, contracts and budgets (planning, tracking, renewals, value assessment).
• Experience owning or overseeing AI tool adoption and development of AI workflows, and comfort experimenting with new technology in a structured way.

• Strong process and systems thinking – able to map workflows and design simple, scalable processes.
• Technically curious – quick to learn new tools and translate them into practical use cases and guidance.
• Stakeholder management – credible with researchers, PMs, designers, marketers and ops/finance partners; able to influence without direct authority.
• Clear written and verbal communication, including playbooks, how‑to guides and training materials.
• Comfortable with change and ambiguity, and able to support others through adoption of new tools and ways of working.

• Ability to thrive in a fast-paced, high-tech environment and manage complex problems.
• Service‑oriented: motivated by making it easier for the team to deliver great work and for stakeholders to use insight.
• Experiment‑driven: prefers test‑and‑learn over big‑bang changes.
• Methodical and detail‑oriented: approaches tasks with careful planning, ensuring processes are followed and details are addressed.
• Ethical and responsible: thoughtful about risk, especially around customer data and AI.

Your CV will be reviewed together by the recruiter and hiring manager to assess the scope of your role, the impact you’ve delivered, and how your experience aligns with the position. If shortlisted, the recruiter will invite you to an initial Zoom conversation to discuss your background, what’s compelling you to Gen, and walk you through the interview process.

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.

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.