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 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.

• 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, objectiv