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 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. Join us on our mission to redefine customer service and make internet business personal.
What's the opportunity?
The Research, Analytics & Data Science team (RAD!) at Intercom use data and insights to drive evidence-based decision-making and inform product innovation. We're a team of data scientists and researchers who use data — both big and small — to unlock actionable insights about our customers, our products and our business.
We are looking for a passionate, ambitious Research leader to grow and evolve a world-class research team, champion research across the company and help shape the future of the RAD org. This is a high visibility, high-impact cross-functional leadership role reporting to the VP of RAD.
What will I be doing?
Leadership
* Lead Intercom Research - build, evolve, grow and motivate our team of 8 Researchers around our vision to lead the AI-first Customer Support category.
* Be a highly engaged member of the RAD Leadership and Product Leadership.
* Be sought out as the expert of the Research function. Influence and inform company strategy.
* Collaborate with cross-functional teams across the company including Data Science, Product Management, Design, Engineering, Marketing, Biz Ops, Sales, and more.
* Present and communicate to company leadership.
* Deeply influence the strategic direction, goals, desired outcomes and success of their broader organization.
* Present externally, at Intercom events and industry events.
Strategy
* Collaborate with RAD leaders to ensure we have a unified RAD org and strategy.
* Own and drive our Research strategy.
* Own company level customer understanding including areas like Churn Surveys, Sentiment Surveys, Product Satisfaction surveys and more.
* Partner with Product leadership to shape and influence product strategy.
* Influence GTM strategy by working with Marketing, Sales and Growth leaders and the Exec team.
Execution and Results
* Accountable for strong execution in our Research team and a RAD guild across core product.
* Set the right focus, strategy and priorities across the team.
* Hold high standards across Research and RAD.
* Work with urgency and intention.
* Own, shape and guide impactful, strategic research projects.
People management and people engagement
* Directly manage the Research organization - lead, mentor, and grow the people within.
* Evolve the org structure and partnership model as needed.
* Maintain high employee engagement scores.
* Participate in the hiring & inspiring of our team.
* Help us push the boundaries across Research & Data Science.
What skills do I need?
* 7+ years of Research experience preferably in B2B SaaS.
* 3+ years experience building and leading a research team.
* Experience working closely and/or managing data science or analytics folks.
* Proven track record of driving impact through research and insights.
* Proven track record of partnering with product orgs and contributing to company-level strategy.
* Very high attention to detail.
* Experience partnering cross-functionally and at exec levels.
* Excited by building software products and passionate about new technology.
* Highly impactful in a world of ambiguity.
* Excels at all forms of communication.
* No tolerance for work/work.
* Skilled at problem prioritisation.
Benefits
We are a well treated bunch, with awesome benefits!
* Competitive salary and equity in a fast-growing start-up.
* We serve lunch every weekday, plus a variety of snack foods.
* Regular compensation reviews.
* Pension scheme & match up to 4%.
* 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.
* Cycle-to-Work Scheme with secure bike storage.
* MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done.
Intercom values diversity and is committed to a policy of Equal Employment Opportunity.
Policies
Intercom has a hybrid working policy. We expect employees to be in the office at least two days per week.
We have a radically open and accepting culture at Intercom.
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