User Behaviour & Product Insights Intern

About Gen

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 financial empowerment and cyber safety for the first digital generations, and today we deliver award‑winning cybersecurity, online privacy, identity protection and financial wellness solutions to nearly 500 million users in more than 150 countries.

Together, we share a collective passion and vision to protect consumers and help them grow, manage and secure their digital and financial lives. We’re always looking for smart, fearless and high‑impact talent who see AI as a teammate – leveraging it to move faster and deliver meaningful results.

When you’re part of Gen, you’ll have the flexibility, tools and support to do your best work and grow your career – from flexible working options and time off to competitive pay, benefits and well‑being programs.

At Gen, we are scrappy and relentlessly customer driven. We create room for healthy debate, experimentation and continuous learning, and we seek out people with different experiences, identities and ideas to join our team. You’ll work with people who back each other, respect each other and understand that our differences are a competitive advantage.

If this sounds like you, we’d love you to be part of Gen.

Job Title User Behaviour & Product Insights Intern
Gen (Avast + Norton) is a global consumer SaaS security software company.

Location: Prague (Office)
Department: Freemium CSM (Customer Success Management – Avast free‑to‑paid user journeys)
Contract: Summer Internship (Full‑time), starting 1st July for 10 weeks
Eligibility: Active student or very recent graduate, able to work onsite in Prague for the full duration

About the Team

The Freemium Customer Success Management (CSM) team looks after Avast customers who start on our free products and then move into paid subscriptions. CSM simply means helping our existing users get value from our products and supporting them along their journey – it’s not a sales role. We analyze what people actually do and see in the product, from free to paid, and use those insights to make their experience clearer, smoother and more consistent. We work cross‑functionally with Product Management, Design, Marketing and Support to understand what customers experience in‑product and across our touchpoints, and we turn those insights into meaningful improvements.

Role Overview

We are looking for a Freemium CSM Experience Mapping Intern to help us deeply understand the end‑to‑end (E2E) experience of our paying users — from the moment they decide to purchase, through product usage, to ongoing subscription management and renewal. This internship is ideal for students interested in data, user behaviour, and how people use digital products and subscriptions. It will especially suit students studying business, marketing, data/analytics, digital media, UX/design or related fields who enjoy analytical, structured work and are curious about how subscription‑based digital products are built and improved.

In this role, you will:

Map the complete paid user journey across product flows, in‑product messaging, email communications and customer portals.
Identify gaps, friction points and inconsistencies in the experience.
Consolidate findings into a clear, holistic overview that helps teams understand what our customers actually go through.
Collaborate with CSM, Design, Product Management and other cross‑functional stakeholders to propose improvements to the user experience based on your insights.

This is a hands‑on, analytical and creative role where your work can directly shape how millions of users experience our products.

Key Responsibilities

• Document what users see and do when purchasing a product (web, in‑product or other funnels).
• Document what users see and do when onboarding and starting to use the product.
• Document what users see and do when receiving lifecycle and transactional emails and in‑product messages.
• Document what users see and do when managing their account and subscription (billing, renewals, upgrades, cancellations, etc.).
• Create visual journey maps and structured documentation that make complex flows easy to understand.
• Review product UI flows, messaging, emails and portal experiences from a customer’s point of view.
• Highlight where the experience is confusing, inconsistent or disjointed (for example tone, timing, branding, UX patterns).
• Identify moments of friction that may impact conversion, satisfaction or retention.
• Prepare clear overviews, summaries and recommendations for internal stakeholders.
• Build holistic views of what our paying users go through, combining screenshots, flows and narrative explanations.
• Support the team in prioritizing findings by potential customer impact.
• Work closely with Freemium CSMs to understand customer needs and business priorities.
• Work with Design and UX to align on best‑practice patterns and potential improvements.
• Work with Product Managers to clarify constraints and opportunities in product flows.
• Participate in workshops, reviews and feedback sessions to iterate on journey maps and proposals.
• Suggest concrete ideas to streamline flows, clarify messaging and close experience gaps.
• Help document “future state” journeys or UX principles that can guide future work.

What You Will Learn

• How a modern subscription business designs and manages customer journeys across multiple touchpoints.
• How CSM, Product, Design and Marketing collaborate to shape user experience and drive retention.
• Practical skills in journey mapping, UX critique, communication and stakeholder management.
• Hands‑on exposure to industry tools (for example journey mapping, documentation, analytics/BI, collaboration platforms).

Requirements

• Currently enrolled in or recently graduated from a Bachelor’s or Master’s program, ideally in Business, Marketing, Digital Media, UX/Design, Product Management, Data/Analytics or related fields.
• Strong analytical and structured thinking – able to break down complex journeys into clear steps.
• High attention to detail with a customer‑centric mindset.
• Comfortable working with digital products and online interfaces; curiosity to click through and “reverse‑engineer” flows.
• Strong written and verbal communication skills in English.
• Ability to work independently, take initiative and manage your time and tasks.
• Comfortable collaborating with multiple stakeholders and incorporating feedback.

Nice to Have

Basic understanding of UX / CX / customer journey mapping concepts.
Experience with Figma, Miro, Lucidchart or similar visualization tools.
Interest in subscription businesses, freemium models or consumer SaaS. Previous internship or project experience in marketing, product, UX or customer success.

To Be Considered

You must:

• Be an active full‑time student or recently graduated.
• Have a strong interest in consumer technology, digital products and SaaS, especially how people use them.
• Have professional fluency in English (written and spoken), as we work in a global team.

Application Note

A cover letter is optional but encouraged — yes, I really read them. Candidates who show they understand what we build, the industry we’re in, and why it matters will have a clear edge. Candidates who show they understand what we build, the industry we’re in, and why it matters will have a clear edge.

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.