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Intercom // platform for customer support & feedback
Dublin, London or remote in the UK or Ireland    Posted: Friday, December 03, 2021
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Communication has changed for people. Its changed for businesses, too.

Intercom is the only suite of customer messaging products that drives growth at every stage of the customer lifecycleacross acquisition, engagement, & support. Today more than 25,000 businesses use Intercom to connect with a billion people worldwide.

Join the company helping businesses grow revenue through live chat, & so much more.

What's the opportunity?

The Research, Analytics & Data Science (RAD!) team at Intercom exists to build, enable & share a deep holistic understanding of our customers, their needs, & their product behaviours, using research & data science.

As a team of Product Researchers & Data Scientists, our mission is to drive effective  evidence-based decisions through research & data science. We use data both big & small to unlock actionable insights about our customers, our products & our business. Our holistic understanding of our customers, their needs & their product behaviours is ingrained & used across the whole company to drive tangible improvements for our customers.

Team RAD work on the most impactful initiatives that meaningfully move the needle for our products, our customers & business. As a Principal Researcher, its your job to lead & drive research projects from start to finish & drive impact by combining quant & qual data in compelling ways.

What will I be doing?

In this role you will:

  • Lead the identification & definition of opportunities for research to drive Intercom programs forward. Define valuable, impactful research studies from ambiguous & uncertain starting points.

  • Define an end-to-end strategy for research projects that define how research insights will have a broad impact. Make large, complex studies easy to understand.

  • Expert level of knowledge & experience working with both quantitative & qualitative research methodologies & data analysis.

  • Run multi-phase & mixed method research with different data sources.

  • Drive impact throughout the research team through peer support, knowledge sharing & stakeholder influencing.

  • Align multiple teams, key stakeholders & R+D leadership around outcomes Research are fighting for.

  • Craft a clear narrative to gain buy-in & inspire others. Set clear context & framing, share thinking, rational, & enthusiasm when communicating.

  • Share insights with the outside world through Intercom events, external conferences & blogs.

What skills do I need?

Ideal candidates have the following:

  • 5 - 8 years working as a user experience researcher on digital products.

  • Experience building trusted partner relationships at both group & company leadership level

  • An expert level of understanding of the product landscape & the key dynamics of the competitive space.

  • Experience leading & driving ideas, in order to deliver meaningful impact to customers & the business.

  • Ability to drive research strategy & research programmes at a company leadership level.

  • Experience leading complex, multiphase research & executing mixed method research studies.

  • The ability to articulate the learnings & consequences of the research insights to leadership teams.

  • A passion for building amazing products, not just conducting research.


We are a well treated bunch, with awesome benefits! If theres something important to you thats not on this list, talk to us! :)

  • Competitive salary & equity in a fast-growing start-up

  • We serve lunch every weekday, plus a variety of snack foods & a fully stocked kitchen

  • Regular compensation reviews - we reward great work

  • Employer matched pension contribution 

  • Company bonus programme

  • Peace of mind with life assurance, as well as comprehensive health & dental insurance for you & your dependents

  • Open vacation policy & 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 were happy to get you whatever equipment helps you get your job done

We are a diverse bunch of people & we want to continue to attract & retain a diverse range of people into our organisation. We're committed to an inclusive & diverse Intercom! We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race. 

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