Company Overview:
Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month. Join us on our mission to redefine customer service and make internet business personal.
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 Design Researcher, you will work in close collaboration with our design team, focusing on understanding and improving the end-to-end user experience across Intercom’s product.
What will I be doing?
* Lead researcher focusing on Intercom’s UX.
* Work closely with Designers and Data Scientists to build a holistic understanding of the user experience.
* Collaborate with Design and Product leaders to shape the strategy for improving Intercom’s UX.
* Craft insights stories, share findings, and advocate for recommendations across R&D.
* Drive projects to improve the tools and infrastructure that designers use to conduct research.
* Act as an ambassador for UX research across the company.
What skills do I need?
* 5+ years experience working with research to solve problems and drive evidence-based decisions.
* Ability to influence and guide product and design strategy with insights.
* Excellent communication skills and a focus on driving impact.
* Strong understanding of product design and UX, with experience working closely with product design teams.
* Growth mindset and sense of ownership; innate passion and curiosity.
* Experience working on a B2B SaaS product.
* Experience partnering with Data Science teams.
Benefits:
* Competitive salary and equity in a fast-growing start-up.
* Lunch provided every weekday, plus a variety of snack foods and a fully stocked kitchen.
* Comprehensive health and dental insurance for you and your dependents.
* Flexible vacation policy and holidays.
* Paid maternity and paternity leave.
* Hybrid working policy with at least two days in the office per week.
Intercom values diversity and is committed to a policy of Equal Employment Opportunity. We respect personal opinion and expression on non-work-related topics and focus on incredible work to achieve our goals.
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