Job Description

Principal User Researcher - Trust-based solutions (LifeLock and MoneyLion)
Gen London / UK
About Gen
We're not just a company; we're a global force. Fiercely committed to ensuring that everyone, everywhere, can live their lives digitally safe. Our family of brands - Norton, Avast, LifeLock, Avira, AVG, ReputationDefender and CCleaner - unite the brightest minds, the sharpest tech and the most diverse thinking to protect over 500 million people. And we've built an inclusive workplace, where your well-being is a priority because true success comes from a place of balance and authenticity. When you're thriving, you're unstoppable. So, bring us your bold ideas and passion that refuses to quit. The digital world isn't some distant reality - it's the world we live in, and we're ready for it. If you're ready to push boundaries and be part of something bigger, 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.
About the role
As a Principal User Researcher at Gen, you'll shape the research strategy for our Trust-based solutions pillars (LifeLock and MoneyLion). These are fast-evolving, high-impact areas that require not only excellent research craft but also the ability to influence direction at a strategic level.
You'll uncover insights that guide product strategy, improve the user experience, and support long-term innovation across fintech and privacy-related products. Ideally, you bring experience in fintech (and, if possible, familiarity with the U.S. financial system), enabling you to hit the ground running in this domain.
This is a senior role: you'll work closely with product, design, engineering, and senior leaders across both the U.S. and Europe. That means being culturally aware and adaptable to different communication styles (from the U.S., UK, Germany, and Czech Republic). You'll thrive in complex stakeholder environments, where strong voices and competing priorities are the norm -- and where research can make the difference between opinion and clarity.
You'll also bring deep AI fluency -- not just comfort with tools, but the ability to apply AI creatively and responsibly in research. We're looking for someone the team (and company) can learn from, helping us raise our bar on how we leverage AI in research and product thinking.
What you will do in this roleLead and own the research strategy for Privacy and Financial Wellness, ensuring user needs directly shape product roadmaps. Plan and conduct generative and evaluative research using qualitative methods, in collaboration with quantitative partners. Translate research findings into clear, actionable insights and strategic recommendations. Build trust and alignment across diverse global stakeholders, navigating strong opinions with confidence and diplomacy. Adapt communication and influence styles across different cultures (U.S., UK, Germany, Czech Republic). Present and tell compelling stories that inspire teams and executives to act. Coach and mentor other researchers, strengthening the research culture at Gen. Become a trusted advisor to senior leaders, influencing long-term product direction. Support and guide two less senior researchers in their projects -- offering coaching, feedback, and direction to help them grow and deliver stronger outcomes (while not being a formal line manager).

What you'll need to be successful in this roleA proven track record in user research for digital products (we're open on exact years; what matters is the impact you've made). Fintech experience is essential, with bonus points if you've worked with the U.S. financial system. Experience leading end-to-end research and shaping strategy in complex product areas. Outstanding stakeholder management skills -- able to handle senior, strong-willed, or "difficult" partners while keeping research focused and impactful. Excellent storytelling and presentation skills -- you can distill complexity into clarity and motivate action. Cultural awareness and adaptability to work effectively with stakeholders in both the U.S. and Europe. AI fluency -- you're ahead of the curve, able to demonstrate how AI can be applied in user research, and you have the appetite and skills to help the team (and stakeholders) level up. Strong skills in a range of qualitative methods and the judgment to pick the right approach. A strategic mindset with the ability to connect detailed findings to big-picture product vision. Comfort with mentoring and coaching other researchers (formally or informally) -- you'll play a key role in helping two less senior team members develop their practice and confidence. Curiosity, creativity, and resilience in the face of ambiguity or competing priorities.

Bonus:Experience working in technical, cybersecurity, or enterprise contexts. Exposure to AI and emerging technologies, with a thoughtful, human-first lens.

And a note from us: We know that not everyone will tick every box. If you're excited about the role and feel you could make a meaningful contribution, we'd love to hear from you.
We're especially looking for someone who thrives in complex stakeholder environments -- someone who can bring clarity, confidence, and calm to strategic conversations, and elevate the voice of the user even when things get tough. Whether you're a natural extrovert or a quiet thinker, what matters most is that you show up with conviction -- ready to contribute, question, and shape meaningful decisions.
BenefitsAnnual bonus scheme Unlimited PTO (paid time off) & flexible working hours. Opportunity to learn and work with the best in the Digital Security industry. Tuition reimbursement for job-related courses Sustainable home improvement bonus The chance to join a major global tech company listed on the S&P 500.

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.