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Intercom // platform for customer support & feedback
Product, Full Time    Dublin, Ireland    Posted: Wednesday, April 06, 2022
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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 data scientists & product researchers, 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 works on the most impactful initiatives that meaningfully move the needle for our products, customers & business. Its your job to own & 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:

  • Play a key part in the product development process by helping the team to understand the opportunities, contexts, audience & experiences.

  • Experiment with processes, methodologies & 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 & instead push to learn the 'critical to know' questions.

  • Be a strategic & trusted partner to leaders & teams across Intercom whilst empowering & challenging our partners to think differently.

  • Thoughtfully explore new ways to combine quantitative & qualitative methods to drive impact. Be creative about how to recruit the specifics that our customers are looking for.

  • Hold 1:1 interviews & sessions with customers & communicate work with creativity & conviction.

  • Focus on priorities that either drive tangible decisions for the business or help our team & our foundations scale.

  • Collaborating with PM's, Designers, R&D team, Biz Ops, & Marketing to define research problems & work on solutions.

  • Communicate the meaning & consequence of insights in a succinct & engaging way that ensures all involved are aware of the research approach, objective

What skills do I need?

Ideal Candidates Have The Following

  • 4 years + working as a user experience researcher on digital products.

  • Experience driving research by identifying & acting on opportunities to improve how we work.

  • Expertise in conducting end-to-end user research studies; planning, recruitment, execution, analysis & delivery.

  • An in-depth understanding of the product areas you work on & the key dynamics of the competitive space.

  • Experience offering ideas or opinions on roadmap planning in order to deliver meaningful impact to customers & the business.

  • An experts understanding of rigour & methodological validity in research & how to get the most out of a project with tight constraints.

  • Experience leading by driving debate, calling out inconsistencies & contributing ideas & energy to problems that a team are facing.

  • The ability to articulate the learnings & consequences of the research insights you provide.

  • An understanding of the Jobs to Be Done framework is preferred.

  • 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!
  • 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
  • If youre cycling, weve got you covered on the Cycle-to-Work Scheme. With secure bike storage too 
  • 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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