gen-digital - Principal User Researcher
Requirements
• Experience working in environments where the end user is not the direct customer — B2B2C, platform, channel or agency contexts where you’ve held multiple audiences simultaneously. • A proven track record in user research for digital products, with depth of impact mattering more than years. • Experience leading end-to-end research across multiple complex product areas, from framing ambiguous problems to delivering strategic insights. • A track record of driving product vision and business decisions through research, not just informing them. • Excellent stakeholder management — able to build trust with senior and strong-willed partners, hold a steady voice under pressure, and align diverse perspectives around user insight. • Experience developing reusable research frameworks or playbooks that others build on. • Excellent storytelling and communication skills, able to distil complexity into clarity and motivate action across levels of seniority. • A strategic, systems-thinking mindset — connecting detailed findings to big-picture product vision and understanding how different channels, users and touchpoints relate to each other. • AI fluency — ahead of the curve on applying AI in user research, with the appetite to help the team level up. • Background in cybersecurity, fintech, telco or complex consumer technology environments. • Familiarity with service design methods such as service blueprinting or ecosystem mapping. • Experience contributing to or leading research community of practice initiatives. • 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, ambiguous environments — someone who can bring clarity, confidence and calm to strategic conversations, and elevate the voice of the user. • Whether you’re a natural extrovert or a quiet thinker, what matters most is that you’re willing to speak up, ask hard questions, and help shape the decisions that count. • 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.
Responsibilities
• Build the research foundation for the Partner space — define who the end users are across diverse partner channels (telco, employee benefits, OEM, DCB), map their mental models, pain points and activation journeys. • Own research strategy across multiple partner product domains — from early generative discovery through evaluative work, including usability testing on partner CX and features — using research so decisions are made on evidence, not guesswork. • Bring the end user into the room — the Partner team has historically focused on partner relationships and sales; your role is to make the voice of the end customer equally present in product and platform decisions. • Translate complexity into clarity — synthesise findings into clear recommendations that shift product direction and inspire action at senior levels, including with stakeholders new to working with research. • Build strong cross-functional relationships with senior stakeholders across product, design, engineering and partner-facing teams, navigating competing priorities with confidence and diplomacy. • Develop reusable frameworks and playbooks that raise the quality and consistency of research across the team, and coach and mentor peers and junior researchers. • Use AI well in research, applying AI tools to enhance synthesis and analysis, and help the team and stakeholders level up in how they use AI in research.
Benefits
• Annual bonus scheme • Unlimited PTO (paid time off) & flexible working hours • Tuition reimbursement for job-related courses • Sustainable home improvement bonus • Learning & Development plan • Private medical insurance (from day 1) • Private dental insurance • Group personal pension (Gen matches up to 6%) • Group income protection (75% of base salary) • Employee Stock Purchase Plan (ESPP) • Wellness reimbursement • Adoption assistance • Employee Assistance Programme (EAP) • Opportunity to learn and work with the best in the Digital Security industry • The chance to join a major global tech company listed on the S&P 500
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