Gen is a global company powering Digital Freedom through consumer brands including Norton, Avast, LifeLock, Avira, AVG, ReputationDefender, and CCleaner. Our combined heritage is rooted in providing safety for the first digital generations. We bring leading technology solutions in cybersecurity, privacy and identity protection to more than 500 million users in 150 countries so they can live their digital lives safely, privately, and confidently today and for generations to come. We’re always looking for smart, fearless, and dedicated people. Together, we have collective passion and a big vision to power Digital Freedom by protecting consumers and giving them control of their digital lives.
Senior Manager, UX Research
Location: London
About the team:
The insight team are responsible for creating deep organizational knowledge about our customers, markets and competitors to enable the development of customer-centric product and service offerings which drive business growth.
About the role:
We are seeking an experienced and visionary leader to head up our UX research team. This role is pivotal in driving strategic research initiatives and setting the direction for our user experience efforts. The ideal candidate will have a strong background in UX research, with a focus on discovery, exploration, and future-oriented strategies, and proven experience of building and transforming capabilities and operating models to drive customer-centric product development.

What you will do in the role:

• Develop and execute a comprehensive UX research strategy to elevate the role of UX research within the business and help us deliver on our ambition of becoming a truly customer centric company.
• Define the role of UX research and operating model with the business to drive impact and value, ensuring insight is influencing decision making on strategic priorities.
• Lead, coach and develop a team of UX researchers, fostering a culture of curiosity and insight-driven product development, and building the right skills and capabilities to become best-in-class.
• Influence stakeholders across the organization to gain support for research-based, user-centric solutions and ways of working.
• Identify, prioritise and scope out research opportunities based on our product roadmap, business goals and user needs, shifting the emphasis from tactical evaluative research to strategic discovery and exploration.
• Collaborate with cross-functional teams including product management, design, and engineering to fully integrate and embed UX research into the product development process.
• Develop and implement appropriate techniques and methodologies to gather deep insights into user behaviours, needs, and motivations, leveraging AI and other cutting-edge approaches where it makes sense, to improve efficiency and effectiveness.
• Translate research insights into strategic recommendations that inform product roadmaps and business strategies and ensure stakeholders at all levels understand and act on research findings.
• Serve as an advocate for UX research, promoting its value throughout the organization and communicating the impact of user research on product and business outcomes.
• Stay up to date with industry trends and best practices in UX research and design so the team is always at the top of their game.

What you need to be successful in the role:

• 10+ years of experience in user research, with at least 2 years in a leadership role
• Experience with a range of qualitative methods including but not limited to interviews, contextual inquiry, concept testing, and diary studies.
• Strong understanding of quantitative, behavioural analysis and statistical concepts
• Ability to ask, as well as answer product and user experience related questions.
• Can work effectively in a fast-paced in a fast-paced, dynamic environment.
• Proven ability to influence cross-functionally and manage multiple, complex demands.
• Strategic thinker with superior analytical and problem-solving skills
• Exceptional communication, storytelling and presentation skills
• Strong business acumen and sense of urgency in sharing critical information with relevant stakeholders, with a track record of translating research into business impact.

LI-AM1

Gen is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. Gen strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds.
We also consider employment-qualified individuals with arrest and conviction records. In addition, we will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
Learn more about pay transparency
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Gen complies with all anti-discrimination laws.
To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government

What you will do in the role:

• Develop and execute a comprehensive UX research strategy to elevate the role of UX research within the business and help us deliver on our ambition of becoming a truly customer centric company.
• Define the role of UX research and operating model with the business to drive impact and value, ensuring insight is influencing decision making on strategic priorities.
• Lead, coach and develop a team of UX researchers, fostering a culture of curiosity and insight-driven product development, and building the right skills and capabilities to become best-in-class.
• Influence stakeholders across the organization to gain support for research-based, user-centric solutions and ways of working.
• Identify, prioritise and scope out research opportunities based on our product roadmap, business goals and user needs, shifting the emphasis from tactical evaluative research to strategic discovery and exploration.
• Collaborate with cross-functional teams including product management, design, and engineering to fully integrate and embed UX research into the product development process.
• Develop and implement appropriate techniques and methodologies to gather deep insights into user behaviours, needs, and motivations, leveraging AI and other cutting-edge approaches where it makes sense, to improve efficiency and effectiveness.
• Translate research insights into strategic recommendations that inform product roadmaps and business strategies and ensure stakeholders at all levels understand and act on research findings.
• Serve as an advocate for UX research, promoting its value throughout the organization and communicating the impact of user research on product and business outcomes.
• Stay up to date with industry trends and best practices in UX research and design so the team is always at the top of their game

What you need to be successful in the role:

• 10+ years of experience in user research, with at least 2 years in a leadership role
• Experience with a range of qualitative methods including but not limited to interviews, contextual inquiry, concept testing, and diary studies.
• Strong understanding of quantitative, behavioural analysis and statistical concepts
• Ability to ask, as well as answer product and user experience related questions.
• Can work effectively in a fast-paced in a fast-paced, dynamic environment.
• Proven ability to influence cross-functionally and manage multiple, complex demands.
• Strategic thinker with superior analytical and problem-solving skills
• Exceptional communication, storytelling and presentation skills
• Strong business acumen and sense of urgency in sharing critical information with relevant stakeholders, with a track record of translating research into business impact