Senior Voice of Customer Researcher

Who you are

You have a strong background in customer research, with at least 5 years of experience in understanding customer needs and behaviors. Your expertise in qualitative and quantitative research methods allows you to gather actionable insights that inform product strategy and enhance customer experiences. You are adept at collaborating with cross-functional teams, including product management and data science, to ensure that customer insights are integrated into decision-making processes. You possess excellent communication skills, enabling you to present findings clearly and persuasively to stakeholders at all levels. You are passionate about using data to drive improvements and are committed to fostering a customer-centric culture within the organization.

Desirable

Experience with AI-driven customer service solutions or familiarity with customer experience management tools would be a plus. You are comfortable working in a fast-paced environment and can adapt to changing priorities while maintaining a focus on delivering high-quality research outcomes.

What you'll do

In this role, you will own and evolve Intercom's Voice of Customer program, which is crucial for understanding customer sentiment and product-market fit. You will design and implement research studies that capture customer feedback and insights, utilizing both qualitative and quantitative methodologies. Your work will directly influence product development and marketing strategies, ensuring that customer needs are at the forefront of decision-making. You will collaborate closely with product teams to identify key research questions and develop frameworks for analyzing customer data. Additionally, you will present your findings to leadership and other stakeholders, providing recommendations that drive strategic initiatives. You will also mentor junior researchers and contribute to building a robust research culture within the organization.

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 experiences through AI technology. We offer competitive compensation and benefits, along with opportunities for professional growth and development. Join us in our mission to set a new standard for customer service and make a meaningful impact on businesses worldwide.