Senior Product Researcher (12 month FTC)

Senior Product Researcher (12 month FTC)

London, England

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, enables businesses to deliver always-on, impeccable customer service and transform their customer experiences. Fin can be combined with our Helpdesk to form the Intercom Customer Service Suite, offering AI-enhanced support for complex or high-touch queries requiring human intervention.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom sets a new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and deliver exceptional value to our customers.

What's the opportunity?

The Research, Analytics & Data Science (RAD!) team at Intercom aims to build a deep, holistic understanding of our customers, their needs, and their product behaviors through research and data science. As part of this team of data scientists and product researchers, your mission is to drive effective evidence-based decisions by leveraging both quantitative and qualitative data. You will own and drive research projects from start to finish, impacting our products, customers, and business. We welcome candidates at mid or senior level for this role.

What will I be doing?

In this role, you will:

• Contribute to the product development process by understanding opportunities, contexts, audiences, and experiences.
• Experiment with processes, methodologies, and workflows to provide rapid insights to product teams.
• Define meaningful research questions that are 'critical to know' rather than 'nice to know'.
• Act as a strategic partner to leaders and teams, encouraging innovative thinking.
• Combine quantitative and qualitative methods creatively to drive impact, including innovative recruitment strategies.
• Conduct interviews and sessions with customers, communicating insights with creativity and conviction.
• Design, implement, and analyze surveys to understand customer relationships with our products.
• Prioritize research that informs tangible business decisions or scales our team and foundation.
• Collaborate with cross-functional teams including PMs, designers, R&D, Biz Ops, Sales, and Marketing to define research problems and solutions.
• Communicate research findings clearly and engagingly to ensure understanding and action.

What skills do I need?

Ideal candidates will have:

• 2-4+ years of experience as a user experience researcher on digital products.
• Proven ability to drive research that improves workflows and outcomes.
• Expertise in end-to-end user research, including planning, recruitment, execution, analysis, and reporting.
• Experience supporting product roadmaps to deliver meaningful impact.
• A strong understanding of research rigor and methodological validity in both qualitative and quantitative research.
• Leadership skills, including debating, identifying inconsistencies, and contributing ideas.
• The ability to articulate research insights and their implications effectively.
• A passion for building great products, not just conducting research.

We offer excellent benefits, including:

• Competitive salary and equity in a fast-growing startup
• Weekly lunch, snacks, and a fully stocked kitchen
• Comprehensive health and dental insurance, life assurance
• Flexible vacation and holiday policies
• Paid parental leave for maternity and paternity
• Standard MacBooks, or equipment of your choice

Our hybrid working policy encourages in-office presence at least three days per week to foster collaboration and culture.

Intercom values diversity and is committed to Equal Employment Opportunity, ensuring a respectful, inclusive environment for all employees.