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Lead Customer Behaviour Analyst – CX & Journey Management
How We WorkWe operate a hybrid work model in London, with at least 3 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:
This postion is embedded in our 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 GoalThis 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.
ObjectivesAnalyse 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.
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.
Annual bonus scheme
Health insurance (you and family)
Great pension scheme.
Unlimited PTO (paid time off)
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-AM1
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.
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