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 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.

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 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.

In this role you will:

• 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.

• 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.

• 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.

• 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.

• 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.

Ideal candidates have the following:

• 2–4+ years experience in user research, product research, competitive intelligence, or a related…