Senior Voice of Customer Researcher

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.
What will I be doing?

In this role you will:
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.

What skills do I need?

Ideal candidates have the following:
Research and analytical expertise

• 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).

Strategic influence & problem-solving

• 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.

Communication & cross-functional collaboration

• 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.

Mindset & craft

• 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.

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, annual bonus and equity
• Regular compensation reviews - we reward great work!
• Generous paid time off above statutory minimum
• Hybrid working
• MacBooks are our standard, but we also offer Windows for certain roles when needed.
• Fun events for Intercomrades, friends, and family!

#LI-Hybrid

Policies

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.