Job Description

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's the opportunity?

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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 behaviours, using research and data science.



As a team of data scientists and 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, our sales and marketing efforts, and our business. Our holistic understanding of our customers, their needs and their 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.

What will I be doing?

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In this role you will:

Play a key part in our Go To Market (GTM) efforts by driving actionable insights about our target audience, our brand effectiveness, and our creative strategy. Experiment with processes, methodologies and ways of working to provide marketing and sales teams with critical insights as quickly as possible. 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. Conduct research on our ICP's (Ideal Customer Profile) media consumption behaviors and understand where they learn about softwares, what channels are most and least effective, and what messages do and don't resonate. Run creative testing research for existing and new brand assets. Own and drive our brand tracking program, working with external agencies to collect our data and refine our methodology. Focus on priorities that either drive tangible decisions for the business or help our team and our foundations scale. Be an advocate for our prospects within the organisation - champion understanding of who they are, how they think, and behave. Collaborating with Data Science, Sales, Biz Ops, 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?

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4 years + working as a researcher with experience in marketing measurement and audience insights. Experience with running and managing multiple research projects at once. Experience owning a brand tracking program, longitudinal research. 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. An in-depth understanding of marketing effectiveness measurement, marketing research methodologies, and the key dynamics of the competitive space. Experience offering ideas or opinions on roadmap planning in order to deliver meaningful impact to customers and the business. An expert's understanding of rigour and methodological validity in research 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. The ability to drive clarity in ambiguous problem spaces, and drive forward a high impact GTM research strategy. Experience in product research or working closely with product teams is preferred. A passion for building amazing brands, not just conducting research.

Benefits

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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! Pension scheme & match up to 4% Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents Flexible paid time off policy Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones If you're cycling, we've got you covered on the Cycle-to-Work Scheme. With secure bike storage too MacBooks are our standard, but we also offer Windows for certain roles when needed.

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.