Lead Customer Behaviour Analyst – CX

Lead Customer Behaviour Analyst – CX & Journey Management page is loaded## Lead Customer Behaviour Analyst – CX & Journey Managementremote type: Hybridlocations: GBR - Londontime type: Full timeposted on: Posted 3 Days Agojob requisition id: 54972We’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. Bring your bold ideas and unstoppable drive, and join us in shaping the digital world.**Lead Customer Behaviour Analyst – CX & Journey Management**### ### **How We Work**We operate a **hybrid work model in London**, with at least three days each week in our Waterloo office. This in-person time helps us collaborate effectively, move quickly, and stay closely aligned across Product, Design, CX, and broader business teams, while still giving you the flexibility to do your best work.**About the role:**(Part of the **Product Design Organization**, reporting into the Customer Experience Strategy team)This role works within the **Customer Experience Strategy team** and partners with Journey Managers, Product Managers, and Marketing to improve customer behaviour understanding across digital journeys.### **Mission and Goal**This role focuses on understanding how customers behave across our digital products and journeys — what they do, why they do it, and what drives outcomes such as activation, retention, renewal, and loyalty.You will translate behavioural patterns into actionable insight that informs CX priorities and guides how we design, measure, and optimise end-to-end customer experiences across Norton and other Gen brands. You will help the organisation move from describing what happened to understanding why it happened, shaping hypotheses, identifying behavioural drivers, and defining what good looks like for journey performance.### **Objectives*** Analyse how customers move through onboarding, usage, renewal, and support journeys; identify key actions, friction points, and moments of influence.* Identify behavioural drivers that correlate with positive outcomes (activation, renewal, retention) and indicators of risk (churn, opt-out).* Form and test behavioural hypotheses with Journey Managers; define data needed to validate them and interpret results clearly.* Highlight gaps in behavioural visibility; work with Data and Product teams to improve tagging, tracking, and measurement.* Define benchmarks for healthy behaviour and help teams interpret behavioural data in a CX context.* Collaborate across Product and Marketing when behaviour spans domains, ensuring CX ownership is preserved.* Support capability growth within CX and Journey teams by building confidence in behavioural insight and hypothesis-driven decision-making.* Create clear behavioural storytelling that influences prioritisation and increases business engagement with CX insights.### **Competencies*** Strong experience in behavioural or journey analysis within digital products, CX, or customer lifecycle roles.* Understanding of customer journey dynamics: paths, funnels, conversion drivers, and behavioural indicators.* Experience interpreting digital behaviour data through tools such as **Amplitude, Mixpanel, Adobe Analytics, Contentsquare** or similar.* Critical thinking skills: ability to form hypotheses, challenge assumptions, and ask the right questions.* Ability to translate complex behavioural patterns into simple, actionable insight and communicate clearly with technical and non-technical teams.* Effective collaboration across CX, Product, Marketing, and Data functions.* Curiosity and resilience in low-data-maturity environments; ability to identify gaps and propose pragmatic improvements.**Desirable:*** Experience with subscription-based digital products.* Familiarity with journey mapping tools (e.g., **Smaply, TheyDo**).* Knowledge of behavioural science principles.* Ability to explore data using **SQL, Python, R**, or BI dashboards.### **Benefits*** Annual bonus scheme* Health insurance (you and family)* Great pension scheme.* Unlimited PTO (paid time off), flexible working hours & home office.* 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.* Tuition reimbursement for job-related courses* Learning & Development plan.* Sustainable home improvement bonus* Gym/Fitness annual allowance* Mac/Windows laptop and mobile phone* LinkedIn Tag: #LI-AM1Gen 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. . To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.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 providing financial empowerment and cyber safety for the first digital generations. We bring award-winning products and services in cybersecurity, online privacy, identity protection and financial wellness to nearly 500 million users in more than 150 countries. We're always looking for smart, fearless and dedicated people. Together, we have a collective passion and vision to power Digital Freedom by protecting consumers and helping them grow, manage and secure their digital and financial lives.When you’re part of Gen, you have access to a range of resources and support to ensure you can do your best work and live your best life. This includes flexible working options with generous time off and competitive benefits and compensation packages.Inclusion is foundational to how we do business because we know the greatest ideas and results come from our unique perspectives and differences. We strive to create a safe, inclusive environment where you can bring your whole self to work. Team members are valued, respected and celebrated for who they are in a meaningful and exciting atmosphere. Gen is an equal employment opportunity employer. Employment decisions are based on merit, experience and business needs.If this sounds like you—Gen has a dynamic, supportive culture with core values that celebrate inclusion, promote teamwork and encourage every team member to contribute and grow—join usLearn more at .Click to review our Global Applicant Privacy Policy.Click to review Legal Notices and Information.Gen is committed to requests for reasonable accommodations to assist you in applying for positions at Gen including resume submissions. If you need to request an accommodation, please contact .\*LifeLock identity theft protection is not available in all countries.
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