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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 team of data scientists and product researchers, our mission is to drive effective evidence-based decisions through research and data science. 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. As a Design Researcher, you will work in close collaboration with our design team, with a focus on understanding and improving the end-to-end user experience across Intercom’s product.
What will I be doing?
* You’ll be the lead researcher focusing on Intercom’s UX.
* You’ll work closely with Designers and Data Scientists to build a holistic understanding of what it’s like to use Intercom as a product.
* You’ll build relationships and collaborate with Design and Product leaders to shape the strategy for improving Intercom’s UX.
* You’ll craft insights stories, share your findings and advocate for your recommendations across R&D.
* You’ll drive projects to improve the tools and infrastructure that designers use to conduct research.
* You’ll be 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.
* Demonstrated 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, and experience working closely with product design teams.
* Strong growth mindset and sense of ownership. Innate passion and curiosity.
* Experience working on a B2B SaaS product.
* Experience partnering with Data Science teams.
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.
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.
MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done.
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.
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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