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Intercom Logo Intercom · Research and Development

Senior Voice of Customer Researcher

Ireland; United Kingdom, Dublin · Job Posted December 27, 2025
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Job Description

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.

Job Responsibility

  • 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

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

What we offer

  • 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
  • Cycle-to-Work Scheme
  • MacBooks are our standard, but we also offer Windows for certain roles when needed
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