Senior Voice of Customer Researcher

Who you are

You have a strong background in customer research, with at least 5 years of experience in gathering and analyzing customer insights to inform product strategies. Your expertise lies in understanding customer needs and behaviors, and you are skilled at translating complex data into actionable recommendations. You thrive in collaborative environments, working closely with cross-functional teams to ensure that customer feedback is integrated into product development processes. You are passionate about enhancing customer experiences and have a proven track record of using research to drive business outcomes.

Desirable

Experience in AI or customer service technology is a plus, as is familiarity with data analysis tools and methodologies. You are comfortable presenting findings to stakeholders and can effectively communicate insights to influence product direction. A background in competitive intelligence and sales effectiveness will also be beneficial in this role.

What you'll do

As the Senior Voice of Customer Researcher at Intercom, you will own and evolve the Voice of Customer program, ensuring that it aligns with the company's mission to provide exceptional customer experiences. You will lead research initiatives that gather insights from various customer touchpoints, analyzing data to identify trends and areas for improvement. Collaborating with product teams, you will help shape product-market fit strategies and enhance sales effectiveness through informed decision-making. Your role will involve designing and conducting qualitative and quantitative research studies, synthesizing findings, and presenting actionable insights to stakeholders.

You will also work closely with the Research, Analytics & Data Science (RAD!) team to leverage data science methodologies in your research efforts. By utilizing both big and small data, you will unlock insights that influence product strategy and overall business health. Your contributions will be critical in driving effective, evidence-based decisions across the organization, ultimately enhancing the customer experience and supporting Intercom's growth.

What we offer

Intercom provides a dynamic work environment where innovation and collaboration are encouraged. You will have the opportunity to work with a talented team dedicated to transforming customer service through AI technology. The company values diversity and inclusion, fostering a culture where all employees can thrive. While specific salary details were not mentioned, Intercom is known for offering competitive compensation packages and benefits that support employee well-being and professional development.