Senior Voice of Customer Researcher

Intercom•Dublin, CA

39d•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? 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 across Intercom. We use data-both big and small-to unlock actionable insights that influence our product strategy, GTM execution, and overall business health. We're looking for a Senior Researcher to own and evolve Intercom's our Voice of Customer program. This program sits at the intersection of customer insight, product-market fit, sales effectiveness, and competitive intelligence. You will build a clear, repeatable understanding of why we win, why we lose, what frictions exist within our customer base, and what the business should do about it. Team RAD works on the most impactful initiatives that meaningfully move the needle for our customers and our business. In this role, you will lead a highly cross-functional research process, from surfacing themes, conducting deep analysis, and synthesizing insights to influencing decisions, prioritization, and strategy. We are open to candidates at the senior level for this role.

Requirements

2-4+ years experience in user research, product research, competitive intelligence, or a related analytical insight role.
Experience running end-to-end research or analysis projects with clear impact-scoping, planning, execution, synthesis, and delivery.
Fluency in qualitative and quantitative methods, and good judgment on when and how to use each.
Ability to extract meaning from imperfect datasets and messy inputs (e.g., Sales data, call recordings, partial feedback).
Experience influencing roadmap, sales strategy, or organizational prioritization through research.
Ability to frame ambiguous problems, challenge assumptions, and push teams toward clarity.
Comfort leading debate, calling out inconsistencies, and driving energy into unresolved issues.
Strong narrative and synthesis skills-able to convert complex signals into concise, actionable recommendations.
Experience partnering with cross-functional teams (Product, PMM, Sales, CS, Biz Ops).
Skilled at both presenting insights and facilitating conversations that move teams toward decisions.
A passion for understanding how and why buyers make decisions.
A bias toward impact, not artifacts-focused on insights that drive change.
Curiosity, creativity, and comfort working with evolving processes.
A genuine love for building great products and great customer experiences-not just conducting research.

Responsibilities

Own and drive the Voice of Customer research program
Lead a monthly, rolling Voice of Customer insights generation process end-to-end, from theme surfacing through high-fidelity deep-dive analysis and final narrative delivery.
Investigate product-market fit signals: where our products resonate, where they struggle, and the product gaps driving losses.
Evaluate GTM effectiveness: sales process, positioning, pricing, pipeline hygiene, and competitive posture.
Identify buyer patterns and readiness profiles (e.g., AI-forward vs. AI-hesitant), surfacing insights that meaningfully guide targeting and enablement.
Experiment with processes and methodologies
Continually refine how we produce monthly insights, balancing speed with rigor.
Use mixed-methods approaches to uncover friction, motivations, behaviours, and decision drivers.
Work creatively with imperfect inputs, e.g., Salesforce, Gong, to generate clarity from ambiguity.
Define a good problem & process fit
Prioritize "critical-to-know" over "nice-to-know."
Shape the monthly process, leveraging the right stakeholders at the right time.
Work with stakeholders toward sharper questions, hypotheses, and more actionable outcomes.
Be a strategic and trusted partner across Intercom
Work closely with GTM, R&D, Product, PMM, and CS teams to contextualize signals and validate findings.
Empower and challenge partners by bringing a holistic understanding of buyer behaviour and market dynamics.
Influence roadmap decisions and inform quarterly strategy with grounded, evidence-based insights.
Communicate insights with clarity and conviction
Craft compelling narratives that clearly outline themes, consequences, and recommendations.
Facilitate share-outs that bring together Sales, Product, CS, and leadership.
Use storytelling, evidence, and structured reasoning to ensure insights are understood-and acted on.

Benefits

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

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