Senior Voice of Customer Researcher

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.