Director, Brand Design

Intercom•San Francisco, CA

5d•Hybrid

About The Position

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? We’re seeking a visionary Director of Brand Design to define, evolve, and amplify the creative direction of the Intercom brand across every touchpoint. This is a rare opportunity to drive brand impact at scale - setting the bar for how Intercom shows up globally, leading a world-class team, and shaping the future of one of the most recognizable brands in SaaS. In this role, you will lead and inspire a high-performing team of Brand Designers and Managers, crafting a cohesive, innovative, and scalable brand identity. You’ll partner with senior executives across marketing, product, communications, and workplace experience to ensure design is not only beautiful—but strategic, measurable, and a key driver of business growth. You’ll be part of a forward-thinking design culture at Intercom, where creativity is valued at the highest levels of leadership. Our CEO is a former designer, and design is deeply embedded in how we solve problems and build for our customers. Intercom is a design-led company, and this role is a cornerstone of that commitment. This is a senior leadership role with significant ownership and influence. You’ll have the visibility, resources, and runway to do the best work of your career.

Requirements

10+ years of experience in brand design, including 5+ years leading and scaling design teams in high-growth, cross-functional environments.
Proven track record of shaping and evolving high-profile brand systems at scale.
Exceptional creative direction and design execution skills with a strong portfolio of system-level, strategic brand work.
Deep expertise in brand strategy, identity systems, and translating design across diverse environments.
Demonstrated success leading cross-functional initiatives and aligning senior stakeholders around a shared creative vision.
Comfortable navigating complexity, ambiguity, and organizational change at the executive level.
Excellent communication and storytelling skills—you can influence, inspire, and align leaders and teams at all levels.
Strong systems thinking—able to scale design through documentation, process, and tooling without sacrificing creativity.
A sharp eye for craft, detail, and consistency.

Nice To Haves

Experience leading in-house brand studios at product-led companies.
Background in illustration, motion, or creative technology.
Experience driving large-scale internal brand campaigns or corporate narrative efforts.
Knowledge of performance marketing principles and how brand influences demand.

Responsibilities

Set the long-term creative vision for Intercom’s brand and guide its evolution across all channels and touchpoints.
Lead, mentor, and scale a high-performing brand design organization—empowering both managers and ICs to do their best work.
Define and elevate the Intercom brand system, ensuring cohesion, creativity, and innovation across digital, experiential, and physical environments.
Partner closely with senior executives across Marketing, Product Marketing, Communications, Demand Generation, and Workplace to deliver integrated brand experiences that drive measurable impact.
Establish and refine creative standards, processes, and systems to enable efficient delivery at scale while protecting creative excellence.
Advocate for the role of brand and design as strategic business drivers, connecting creative excellence to measurable outcomes.
Own and evolve the Intercom brand book and visual identity guidelines—ensuring consistent global application.
Recruit, develop, and retain top design talent, fostering a culture of creativity, accountability, and growth.
Leverage data and insights to continually refine how design contributes to awareness, engagement, and growth.