CrawlJobs Logo

Senior Voice of Customer Researcher

intercom.com Logo

Intercom

Location Icon

Location:
Ireland; United Kingdom , Dublin ▼

Category Icon
Category:
Research and Development

Job Type Icon

Contract Type:
Not provided

Salary Icon

Salary:

Not provided
Save Job
Save Icon
Apply Position

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

Additional Information:

Job Posted:
December 27, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
Icon
Intercom - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Senior Voice of Customer Researcher

Senior Voice of Customer Researcher

The Research, Analytics & Data Science (RAD!) team at Intercom exists to build, ...
Location
Location
Germany , Berlin
Salary
Salary:
Not provided
intercom.com Logo
Intercom
Expiration Date
Until further notice
Flip Icon
Requirements
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
Job Responsibility
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
What we offer
What we offer
  • 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
Read More
Arrow Right

Senior Program Manager, Digital Customer Success

The Senior Program Manager, Digital Customer Success will join our rapidly growi...
Location
Location
United States , Chicago
Salary
Salary:
137700.00 - 164475.00 USD / Year
intercom.com Logo
Intercom
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 8+ years of experience in Customer Experience, Customer Success, Success/Sales/ Market Ops, or Support in B2B SaaS companies
  • 3+ years of experience in a customer facing role, ideally quota carrying, such as sales, success, solutions engineering, or paid support
  • 3+ years of experience building digital first, multi-channel customer engagement programs with a proven track record of improved activations, adoption and customer retention
  • Experience working with GTM field teams and designing “signals”/escalation points for low touch or high touch human engagement
  • Ability to run complex, simultaneous, cross-functional initiatives
  • Ability to convert a futuristic vision into strategically executable projects and tactical action plans with measurable results
  • Experience leveraging customer and user engagement platforms like (Intercom, CSPs, Pendo, Groove, Marketo, etc.)
  • Strong analytical and program management skills with an aptitude for working with data
  • Expertise identifying trends through data analysis and turning insights into actionable outcomes
  • Experience with Tableau, Looker, Power BI
Job Responsibility
Job Responsibility
  • Responsible for the success and retention of our Digital segment of customers - tracking towards GRR and other product adoption goals
  • Inspecting the segment, identifying/evaluating trends, proposing and building out solutions, all with the goal of influencing customer retention and product adoption
  • Leveraging our tech stack & data insights to build personalized, targeted, omni-channel experiences that support customers throughout their journey and drive towards their desired business outcomes
  • Leveraging data and customer research insights to identify and build “signals”/key points of friction or opportunity where it would be valuable to have an entry point to a low touch or high touch motion
  • Gaining a deep understanding of our customers using research, interviews and data analysis to improve their experience and remove points of friction
  • Collaborating and aligning cross-functionally to develop innovative and creative ways of engaging with our customers across multiple channels and surfaces - email, in-product, webinars, Academy, community, etc
  • Collaborating with customer lifecycle marketing, growth, and other key experience teams to build out a holistic customer experience
  • Working with our Scaled & High Touch partners to bring digital engagements to their customers, optimizing coverage across their books of business
  • Informing our Customer Education Content roadmap and collaborating with our learning experience designers to create new content for customers
  • Collaborating with our other key programs such as voice of customer, enterprise community, and scale community
What we offer
What we offer
  • Competitive salary and meaningful equity
  • Comprehensive medical, dental, and vision coverage
  • Regular compensation reviews - great work is rewarded!
  • Flexible paid time off policy
  • Paid Parental Leave Program
  • 401k plan & match
  • In-office bicycle storage
  • Fun events for Intercomrades, friends, and family!
  • Fulltime
Read More
Arrow Right

Senior Program Manager, Digital Customer Success

The Senior Program Manager, Digital Customer Success will join our rapidly growi...
Location
Location
United States , San Francisco
Salary
Salary:
153000.00 - 182750.00 USD / Year
intercom.com Logo
Intercom
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 8+ years of experience in Customer Experience, Customer Success, Success/Sales/ Market Ops, or Support in B2B SaaS companies
  • 3+ years of experience in a customer facing role, ideally quota carrying, such as sales, success, solutions engineering, or paid support
  • 3+ years of experience building digital first, multi-channel customer engagement programs with a proven track record of improved activations, adoption and customer retention
  • Experience working with GTM field teams and designing “signals”/escalation points for low touch or high touch human engagement
  • Ability to run complex, simultaneous, cross-functional initiatives
  • Ability to convert a futuristic vision into strategically executable projects and tactical action plans with measurable results
  • Experience leveraging customer and user engagement platforms like (Intercom, CSPs, Pendo, Groove, Marketo, etc.)
  • Strong analytical and program management skills with an aptitude for working with data
  • Expertise identifying trends through data analysis and turning insights into actionable outcomes
  • Experience with Tableau, Looker, Power BI
Job Responsibility
Job Responsibility
  • Responsible for the success and retention of our Digital segment of customers - tracking towards GRR and other product adoption goals
  • Inspect the segment, identify/evaluate trends, propose and build out solutions, all with the goal of influencing customer retention and product adoption
  • Leverage our tech stack & data insights to build personalized, targeted, omni-channel experiences that support customers throughout their journey and drive towards their desired business outcomes
  • Leverage data and customer research insights to identify and build “signals”/key points of friction or opportunity where it would be valuable to have an entry point to a low touch or high touch motion
  • Gain a deep understanding of our customers using research, interviews and data analysis to improve their experience and remove points of friction
  • Collaborate and align cross-functionally to develop innovative and creative ways of engaging with our customers across multiple channels and surfaces - email, in-product, webinars, Academy, community, etc
  • Collaborate with customer lifecycle marketing, growth, and other key experience teams to build out a holistic customer experience
  • Work with our Scaled & High Touch partners to bring digital engagements to their customers, optimizing coverage across their books of business
  • Inform our Customer Education Content roadmap and collaborate with our learning experience designers to create new content for customers
  • Collaborate with our other key programs such as voice of customer, enterprise community, and scale community
What we offer
What we offer
  • Competitive salary and meaningful equity
  • Comprehensive medical, dental, and vision coverage
  • Regular compensation reviews - great work is rewarded
  • Flexible paid time off policy
  • Paid Parental Leave Program
  • 401k plan & match
  • In-office bicycle storage
  • Fun events for Intercomrades, friends, and family
  • All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs)
  • Fulltime
Read More
Arrow Right

Research Manager

We are seeking an experienced and passionate Research Manager to lead our Custom...
Location
Location
Israel , Netanya/Tel Aviv
Salary
Salary:
Not provided
jfrog.com Logo
JFrog
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • A Ph.D. (preferred) or Ma/MSc with thesis in a related field (e.g., Human-Computer Interaction, Psychology, Sociology, Business, Data Science) or equivalent industry experience
  • 5+ years of experience in research roles, with at least 2 years in a leadership or management position
  • Proven experience managing and mentoring a team of researchers and analysts
  • Strong expertise in both qualitative and quantitative research methodologies
  • Demonstrated ability to translate research findings into actionable insights and strategic recommendations
  • Excellent communication, presentation, and interpersonal skills, with the ability to effectively convey complex information to diverse audiences
  • Proficiency in data analysis tools and techniques
  • Passion for understanding customer needs and improving user experiences
Job Responsibility
Job Responsibility
  • Manage and mentor a team of researchers and analysts, providing guidance on research methods, project execution, and professional development
  • Foster a collaborative and innovative team environment that encourages creativity and knowledge sharing
  • Tap into an existing experimental research framework and facilitate its execution at scale
  • Develop and implement a comprehensive research strategy that aligns with the goals of the Customer Success group and the broader organization
  • Oversee the design, execution, and analysis of qualitative and quantitative research projects to gather insights about customer behavior, preferences, and pain points
  • Translate complex research findings into actionable insights and recommendations for Customer Success, Product, and additional groups within JFrog
  • Identify opportunities for improving customer engagement and loyalty based on research findings
  • Collaborate with stakeholders across Customer Success, Product Management, Marketing, and Sales to ensure research efforts are aligned with business objectives
  • Work closely with the developers in the Customer Success Applied Research group to align the development of internal research tools
  • Prepare and present research findings and recommendations to senior leadership and stakeholders in an easily digestible format
Read More
Arrow Right

Insights Manager

As the Insights Manager, you will lead the development and delivery of customer ...
Location
Location
Netherlands , Amsterdam
Salary
Salary:
Not provided
anicuragroup.com Logo
AniCura Group
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor’s degree in Business, Marketing, Economics, Statistics, Data Analytics, or related field (required)
  • 7+ years in market research, customer insights, or business intelligence
  • Strong technical skills and experience designing, managing, and analysing primary and secondary research—qualitative and quantitative
  • Experience working across multiple European markets
  • Skilled with survey and analytics platforms such as Power BI, Tableau, SPSS
  • Demonstrated ability to translate complex data into clear, actionable insights
  • Experience selecting and implementing Voice of the Customer tools, including NPS and CSAT
  • Strong communication and storytelling skills, with experience engaging senior leaders
  • Fluent in English
Job Responsibility
Job Responsibility
  • Design and deliver the MVH Europe insight strategy, championing customer and market understanding across the business
  • Create a consolidated, reliable source of customer insight, rationalising data sources across markets
  • Transform complex datasets into clear, actionable narratives that influence strategic direction
  • Conduct and manage qualitative and quantitative research, including advanced methods and innovative tools (e.g., AI-driven research)
  • Analyse new and existing datasets to identify trends that inform marketing and demand-generation strategies
  • Produce executive-level reports on customer sentiment and present recommendations to senior leaders
  • Partner with the Data & Analytics team to integrate customer data, survey outputs, and insights into a single view of the customer journey
  • Collaborate with the Marketing organisation to embed customer and market insight into decision-making
  • Manage external research partners and vendors, ensuring projects run on time, on budget, and deliver high-quality outputs
What we offer
What we offer
  • Join a purpose driven company, where we’re striving to shape the future of veterinary care, together
  • An industry competitive salary and benefits package
  • A stimulating work environment with good opportunities for personal development
  • Freedom to take responsibility and the opportunity to influence
  • Flexible working hours, hybrid working, international, digital work environment
  • Learning and development opportunities
  • The opportunity to cuddle our beloved 4-legged friends in our offices
Read More
Arrow Right

Director, Customer Care Product Operations

We are seeking an experienced leader to execute the strategic direction of our C...
Location
Location
United States , Mountain View
Salary
Salary:
216000.00 - 264000.00 USD / Year
earnin.com Logo
EarnIn
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Deep passion for customers and a strong belief in the power of care as a product differentiator
  • 7+ years proven leadership experience, including managing cross-functional embedded teams and developing systems for scale and autonomy
  • Strong product and/or technical background preferred—ideally with a degree in Engineering, Computer Science, or related field and hands-on product development or technical experience
  • Experience with AI strategy, including tool selection, automation mapping, and agent-assist systems
  • Demonstrated ability to build and scale user research and feedback loops into product pipelines
  • Outstanding analytical and problem-solving skills
  • data-driven decision-making is a must
  • Expertise or capability in operations including knowledge of quality assurance, agent readiness, escalations
  • Track record of influencing and aligning with stakeholders across Product, Engineering, Marketing, and CX
  • Excellent communication and collaboration skills—especially in high-ambiguity environments
Job Responsibility
Job Responsibility
  • Own and drive the Care AI strategy to shift from human support to automated and AI-powered resolution
  • Define automation use cases, KPIs, and optimize adoption across all support channels
  • Partner and collaborate closely with Product & Engineering to align automation roadmap with technical feasibility and business goals
  • Lead Customer Care’s product integration strategy to embed CX into every product and operational decision
  • Manage 4–5 senior Care Specialists embedded in key product pods to ensure launch readiness, lifecycle comms, and research support
  • Act as the cross-functional glue between Care, Product, and Eng—aligning roadmaps, surfacing feedback, and driving issue resolution
  • Consolidate customer, agent, and system insights into a single narrative to inform continuous improvement
  • Build a scalable, company-wide user research program with EarnIn-specific guidelines to enable autonomous research
  • Define high-priority UR initiatives aligned to business goals that product operations will take on
  • Select and implement research tooling (e.g., Maze, Dovetail) to support execution at scale
What we offer
What we offer
  • equity
  • benefits
  • Fulltime
Read More
Arrow Right
New

Senior UX Researcher

Microsoft Copilot Studio is at the forefront of AI-powered business transformati...
Location
Location
United States , Redmond
Salary
Salary:
119800.00 - 234700.00 USD / Year
https://www.microsoft.com/ Logo
Microsoft Corporation
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Doctorate in Human-Computer Interaction, Human Factors Engineering, Computer Science, Technical Communications, Information Science, Information Architecture, User Experience Design, Behavioral Science, Social Sciences, or related field AND 1+ year(s) User Experience Research experience
  • OR Master's Degree in Human-Computer Interaction, Human Factors Engineering, Computer Science, Technical Communications, Information Science, Information Architecture, User Experience Design, Behavioral Science, Social Sciences, or related field AND 3+ years User Experience Research experience
  • OR Bachelor's Degree in Human-Computer Interaction, Human Factors Engineering, Computer Science, Technical Communications, Information Science, Information Architecture, User Experience Design, Behavioral Science, Social Sciences, or related field AND 4+ years User Experience Research experience
  • OR equivalent experience.
  • Ability to meet Microsoft, customer and/or government security screening requirements are required for this role
  • This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter
Job Responsibility
Job Responsibility
  • Drive human-centered strategy, set product direction, and contribute directly to ongoing product development by integrating insights into human behaviors, attitudes, practices, and norms.
  • Drive short and long-term research plans to fill in knowledge gaps, prioritize inclusion, identify risks, inform product decisions, and conduct analyses to distill quantitative and qualitative data into actionable insights that represent the voice of the customer.
  • Conduct research that defines the customer in order to inform product strategy for a product, product line, or service.
  • Help create new solutions and apply UX testing to uncover insights for continuous improvements.
  • Study the entire funnel to gain insights into user behavior and understand churn and the reason for a product, product line, or service.
  • Study industry and vertical trends to reduce uncertainty.
  • Collaborate in cross-disciplinary research efforts.
  • Coach various stakeholders, provide research tools, recruiting programs for research, and put on large-scale customer learning events.
  • Work directly with Microsoft customers and partners, consulting on UX research best practice and helping them deliver world-class solutions using Microsoft technology
  • Fulltime
Read More
Arrow Right
New

Customer Success Executive

We’re looking for a Customer Success Executive (CSE) to build strategic, long-te...
Location
Location
United States , NYC
Salary
Salary:
70000.00 GBP / Year
jobs.360resourcing.co.uk Logo
360 Resourcing Solutions
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Experience in Customer Success, Account Management, Consulting, or a similar client-facing role
  • Strong ability to build and manage long-term customer relationships
  • Analytical mindset with confidence using data, dashboards, and insights to guide decisions
  • Excellent communication and stakeholder-management skills
  • Experience working cross-functionally in a fast-moving environment
  • Experience working with AI-driven platforms, analytics, or data products
  • Familiarity with customer health, retention metrics, and ROI measurement
  • Experience supporting expansion or growth initiatives
Job Responsibility
Job Responsibility
  • Lead Customer Outcomes: Build strong, value-led relationships with customers, ensuring they achieve meaningful ROI from our solutions
  • Diagnosing customer needs to understand priorities, challenges, and success criteria
  • Develop and lead implementation and success plans that align customer goals with clear outcomes
  • Design and execute service plays to drive adoption, value, and consumption across the year
  • Use AI & Insights to Lead Proactively: Leverage AI-driven analytics and customer health signals to anticipate needs, risks, and growth opportunities
  • Move customer conversations from usage metrics to business impact and progress
  • Use predictive insights to segment customers, prioritize engagement, and personalize success strategies on a scale
  • Apply industry and market insight to help customers respond to emerging challenges and opportunities
  • Partner Across Teams: Work closely with Account Management, Commercial, Research, and Product teams to ensure customer objectives are clearly understood and supported
  • Partner on onboarding to ensure fast time-to-value and strong early alignment
What we offer
What we offer
  • Tailored training and development plans, including LinkedIn Learning and ongoing Learning and Development opportunities
  • Generous PTO policy
  • Health, Dental and Vision insurance
  • Pet Insurance
  • Company sponsored Life insurance, AD&D, STD, and LTD
  • Maternity and Paternity leave
  • 401k Match
  • Corporate gym rates
  • Employee Assistance Program offering free confidential support on a range of issues such as work, wellbeing, money, health, and legal advice
  • Fulltime
Read More
Arrow Right
Jobs by Category
Art and Entertainment Jobs Banking Jobs Call Center Jobs Construction Jobs Consulting Jobs Customer Service Jobs Education Jobs Energy Jobs Finance Jobs Gastronomy Jobs Health and Beauty Jobs Hospitality and Tourism Jobs Human Resources Jobs Insurance Jobs IT - Administration Jobs IT - Software Development Jobs Legal Jobs Logistics Jobs Manufacturing Jobs Marketing, Digital Marketing, SEO, SEM Jobs Media Jobs Nursing Jobs Office Administration Jobs Pharmacy Jobs Physical Work Jobs Public Relations Jobs Public Sector Jobs Purchasing Jobs Quality Control Jobs Real Estate Jobs Research and Development Jobs Sales Jobs
Job Positions Jobs by Country
United States Jobs United Kingdom Jobs India Jobs Canada Jobs Australia Jobs Germany Jobs Ireland Jobs Poland Jobs
Company
Blog About Us Contact
Follow Us
Facebook
X (Twitter)
LinkedIn
Instagram
CrawlJobs Group
ITFlashcards AllDevBlogs
© 2026 CrawlJobs Ltd. All Rights Reserved
Terms & Conditions Privacy Policy