Intercom is hiringSenior Design Researcher

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. RAD includes an established and respected team of researchers that focuses mainly on early-stage product development strategy, and we’re now looking to extend the scope of our function to late-stage product development.

We’re looking to hire a Senior Design Researcher who will partner closely with Intercom’s product and design teams to ensure we deeply understand and protect UX as one of Intercom’s core differentiators. 

What will I be doing? 🚀

• You’ll be the first hire for this focus area.
• You’ll work closely with the product design team to develop a program of UX research that will build a thorough and holistic understanding of what it’s like to use Intercom’s product today.
• You’ll execute research studies from end to end. 
• You’ll develop an independent, evidence-based perspective on the biggest and most impactful opportunities to improve Intercom’s UX.
• You’ll craft insights stories, share your findings and advocate for your recommendations across R&D
• You’ll collaborate with data scientists and product analysts to measure UX longitudinally and enable us to demonstrate improvements over time — and the impact this has on the business. 
• You’ll drive projects to improve the tools and infrastructure that designers use to conduct research, actively improving their craft. 
• You’ll be part of a talented, respected team of researchers and data scientists and 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 develop and execute stategic programs of research, incorporating both qualitative and quantitative methods. 
• Strong understanding of product design and UX/UI, and experience working closely with product design teams.
• Demonstrated ability to influence and guide product and design strategy with insights.
• Excellent communication skills and a focus on driving impact.
• Strong growth mindset and sense of ownership. Innate passion and curiosity.

 Bonus skills & attributes 🙌

• Experience working on a B2B SaaS product
• Experience with longitudinal UX measurement programs
• Experience partnering with Data Science teams 

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