Lead Customer Behaviour Analyst – Customer Experience & Journey Management

Location: Greater London

Customer Behaviour Analyst – Customer Experience & Journey Management page is loaded## Customer Behaviour Analyst – Customer Experience & Journey Management remote type:
Hybrid locations:
G  - London time type:
Full time posted on:
Posted Todayjob requisition :
54973

We’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, Life Lock, Avira, AVG, Reputation Defender, 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 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 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.
*…