Strategic Insights & Customer Strategy PartnerStrategic Insights & Customer Strategy Partner

Strategic Insights & Customer Strategy Partner

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 New York City 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.

About the Role:

The Strategic Insights & Customer Strategy Partner is a senior individual contributor within the Global Insights & Strategy team, part of Global Marketing (Marketing, Brand & Communications). This role is focused on Trust-Based Solutions (LifeLock & MoneyLion).- combining LifeLock's identity theft protection and MoneyLion's financial technology platform to help consumers protect, manage and grow their financial lives.

Based in our New York City office on a hybrid basis, you will act as a strategic thought partner to segment and brand leadership for Trust-Based Solutions. You will sit at the intersection of strategy, customer insight and stakeholder leadership – connecting the dots between research, analytics, CX, market trends and commercial performance to answer the big strategic questions that shape our brands, products and growth strategy. You will frame and scope the critical questions the business needs to answer, bring the voice of the customer into key decisions, and turn insight into clear, actionable choices for leaders and cross-functional teams.

This is a senior individual contributor role with no direct reports.

Key Responsibilities:

1. Strategic business partnering

• 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 for your business segment.
• 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, highlighting risks and opportunities, and helping leaders see decisions through a customer lens.

2. Turning insight into decisions & action

• Synthesize insights from multiple sources – market and brand research, UX/CX insight, analytics, segmentation, commercial performance, external trends – into joined-up, decision-ready stories.
• Develop clear "so what / now what" narratives and compelling presentations, workshops and discussion materials that bring customers to life, move teams from data to decision, and drive cross-functional alignment.
• Facilitate sessions that translate insight into concrete actions, e.g., proposition choices, experience improvements, messaging territories, target segments, or test-and-learn plans.
• Ensure that major insight outputs (e.g., segmentation, brand tracking, journey insight, strategic studies) are understood, used and re-used by your stakeholders.

3. Connecting the dots & shaping the learning agenda

• Work closely with stakeholders and Insight team colleagues to ensure projects are framed against the right strategic questions for your segment.
• Lead research projects in partnership with external agencies – from shaping the brief and methodology through to synthesis and activation – ensuring outputs answer the strategic questions for your segment.
• Define and maintain a prioritised learning roadmap for your business area, aligned to the biggest opportunities, risks and decisions.
• Spot knowledge gaps and emerging questions, and translate them into clear briefs and programmes of work.
• Act as a connector across functions and disciplines – joining up signals across teams and sources into a unified view of customer needs and market dynamics.
• Play a leading role in developing the quarterly "State of Play" (integrated customer narrative) in collaboration with Insight team colleagues.

About You:

Education:

• Bachelor's degree in a relevant field (e.g., Business, Marketing, Economics, Psychology, Social Sciences, Statistics) or equivalent practical experience.

Experience:

• Significant experience in customer insight, strategy, consulting or a closely related field, ideally in consumer technology, subscription, financial services or adjacent categories.
• 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 (qualitative, quantitative, analytics, CX, market intelligence) into concise, decision-ready outputs.
• Demonstrated impact in turning insight into action – influencing real changes in products, experiences, communications or commercial strategy.

Skills:

• Strategic, structured thinker – able to frame problems, prioritise questions, and connect customer insight to business outcomes.
• Strong storytelling and communication skills – 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.
• Skilled at working with and commissioning a range of research and insight methods (e.g., qual/quant research, brand and comms tracking, segmentation, journey insight, experimentation).
• Able to synthesise input from diverse sources (research, analytics, CX, market intel) into a coherent, integrated view.

Personal Attributes:

• Ability to thrive in a fast-paced, high-tech environment and manage complex problems.
• 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 your sleeves, and taking responsibility for outcomes in your segment.
• 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.

Compensation The annual base salary for this position is expected to be in the range of 160,000 - 185,000 USD. Base salary is one component of Gen's total compensation package, which includes annual bonus, 401(k) match, health insurance options, disability coverage, life insurance, and unlimited paid time off. Actual salaries will vary based on a candidate's qualifications, experience, skills, and competencies related to the role.

What's next: 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.

Important Application Note – When you apply, please include your current city and country and let us know your work status (e.g. visa status, right to work in the relevant country, etc.).

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.