Get new job offers from in your mailbox every week

Receive more Product jobs in your inbox

Intercom logo
Intercom

Design Researcher

Full-timeUX Researcher£72,285-£96,950*
London, United Kingdom
Health insurance
Paid time off
Flexible work schedule
Home office stipend
Remote work options
Parental leave
Please let Intercom know you found this offer on WeLoveProduct as a way to support us 🫶

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. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.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. 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. 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, developing a nuanced and persuasive understanding of how Intercom’s UX impacts the business and how it can be improved.
  • 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, actively improving their craft.
  • 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.

 Bonus skills & attributes 🙌

  • Experience working on a B2B SaaS product
  • 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

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 two 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.

Is this role not quite what you're looking for? Join our Talent Community to stay connected with us.

Questions & answers for this position
  • What is the type of contract for this position?
    The contract for this position is a Full-time contract
  • What's the salary range for the Design Researcher position?
    The suggested salary for this position is £72,285-£96,950*
  • Is telecommuting possible for this position?
    No, telecommuting is not possible for this position
About Intercom
Intercom is a software company that specializes in business messaging, providing businesses with a way to chat with their customers.
Website
Industry
Apps, CRM
Founded
2011
Size
1K-5K employees

Similar jobs
Consumer Electronics
E-Commerce
251-1K employees
Health insurance
Flexible work schedule
Home office stipend
Remote work options
Coinbase logo
Staff User Researcher (Coinbase Developer Platform)
CoinbaseUX ResearcherFull-time$124,500-$175,200*
Bitcoin
Blockchain
1000+ employees
Paid time off
Home office stipend
SurveyMonkey logo
Senior Product Researcher I - Market
SurveyMonkeyUX ResearcherFull-time$138,000-$186,000*
Artificial Intelligence
Content Marketing
1K-5K employees

Get new job offers from in your mailbox every week

Receive more Product jobs in your inbox

Momentive logo
Senior Product Researcher II
MomentiveUX ResearcherFull-time$138,000-$186,000*
Artificial Intelligence
Content Marketing
1K-5K employees
Grow Therapy logo
Health Care
Payments
11-50 employees
Health insurance
Professional development opportunities
Headway logo
Senior UX Researcher
HeadwayUX ResearcherFull-time$109,925-$163,625*
Health Care
Information Technology
251-1K employees
Health insurance
Paid time off
Stock options
Tuition reimbursement
Parental leave