Design Researcher

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