Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.
Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.
Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.
What's the opportunity?
The Research, Analytics & Data Science (RAD!) team at Intercom exists to build, enable and share a deep holistic understanding of our customers, their needs, and their product behaviours, using research and data science.As a team of data scientists and product researchers, our mission is to drive effective evidence-based decisions through research and data science. We use data - both big and small - to unlock actionable insights about our customers, our products and our business. Our holistic understanding of our customers, their needs and their product behaviours is ingrained and used across the whole company to drive tangible improvements for our customers.Team RAD works on the most impactful initiatives that meaningfully move the needle for our products, customers and business. It’s your job to own and drive research projects from start to finish and drive impact by combining quant and qual data in compelling ways. We are open to candidates at the mid or senior level for this role.
What will I be doing?
In this role you will:
- Play a key part in the product development process by helping the team to understand the opportunities, contexts, audience and experiences.
- Experiment with processes, methodologies and ways of working to provide product teams with critical insights as quickly as possible.
- Define a good problem & process fit. Never settle for 'nice to know' questions and instead push to learn the 'critical to know' questions.
- Be a strategic and trusted partner to leaders and teams across Intercom whilst empowering and challenging our partners to think differently.
- Thoughtfully explore new ways to combine quantitative and qualitative methods to drive impact. Be creative about how to recruit the specifics that our customers are looking for.
- Hold 1:1 interviews and sessions with customers and communicate work with creativity and conviction.
- Design, implement, and analyze surveys with customers and prospects to understand their relationship to our product.
- Focus on priorities that either drive tangible decisions for the business or help our team and our foundations scale.
- Collaborating with PM's, Designers, R&D team, Biz Ops, Sales, and Marketing to define research problems and work on solutions.
- Communicate the meaning and consequence of insights in a succinct and engaging way that ensures all involved are aware of the research approach, objective
What skills do I need?
Ideal Candidates Have The Following
- 2-4 years + working as a user experience researcher on digital products.
- Experience driving research by identifying and acting on opportunities to improve how we work.
- Expertise in conducting end-to-end user research studies; planning, recruitment, execution, analysis and delivery.
- Experience supporting roadmap planning in order to deliver meaningful impact to customers and the business.
- An expert’s understanding of rigour and methodological validity in research, both qualitative and quantitative, and how to get the most out of a project with tight constraints.
- Experience leading by driving debate, calling out inconsistencies and contributing ideas and energy to problems that a team is facing.
- The ability to articulate the learnings and consequences of the research insights you provide.
- A passion for building amazing products, not just conducting research.
Benefits
We are a well treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!
- Competitive salary and equity in a fast-growing start-up
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Regular compensation reviews - we reward great work
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Flexible vacation policy and flexible holidays so you can take time off when you need it
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done
Policies
Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.
We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.
Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.
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