Senior Product Designer, Intercom
AI Group
+ Equity
More information about location
2+ days a week in office
The modern customer communications platform
Open for applications
The modern customer communications platform
1001+ employees
Open for applications
+ Equity
More information about location
2+ days a week in office
1001+ employees
Company mission
Intercom's mission is to make internet business personal.
Role
Who you are
- Experience designing and leading digital products and systems, not just websites. You have helped ship products
- You are comfortable navigating a lot of ambiguity. This team focuses on high-ambiguity projects and design is integral to setting product direction
- You design connected modular systems, not just user interfaces
- You prototype to learn - using the right level of fidelity from simple sketches to high-fidelity functional prototypes
- You have an appreciation of the entire product development process, and can take a concept from a whiteboard sketch through to a fully-realised user experience
- You have a good understanding of quantitative data and are comfortable working alongside data scientists in refining your design work
- You are an excellent communicator of design work and of design rationale
- You are a natural facilitator and can drive collaboration within your own team and with other teams in the organisation across Intercom
- Bonus: You have previous experience working on products that incorporated ML or AI elements
- We're looking for a past work portfolio that focuses primarily on how your design impacted/changed an existing system or how your contribution changed the direction of how a new system was built, how a particular project demonstrated navigating an ambiguous problem, and as a bonus, how research findings greatly impacted/changed a particular project's direction
- We're interested more in your thought process than in polished design work, and we want to understand how you've worked on communicating complex ideas and system design rationale around an ambiguous problem
What the job involves
- We are on the cusp of a revolution in customer communication that’s powered by machine learning and Intercom is leading the way
- This is an opportunity to join a team who are building these products and who fully understand the value that product design contributes to their success
- You will do meaningful product design work at a highly admired product-driven company that's driving real change in the industry
- Each product designer at Intercom works in a team with a product manager, up to 6 engineers, and some also work directly with research and analytics
- Together they own a part of Intercom, ship solutions to challenging problems and get feedback directly from customers
- Facilitate collaboration within the Machine Learning team and between this team and the other teams they partner with
- Quickly create sketches and prototypes that make design directions clear and concrete for the whole team, helping the team to make better decisions
- Take design problems from research insights through rough prototypes all the way to fully-realised user experiences
- Iterate your designs based on testing and feedback from our customers and from the whole team
- Work closely with engineers and scientists as they build and ship ideas
- Write about, present, and share what they have learned, both internally and with the wider community via our blog, books and events
Otta's take
Theo Margolius
COO of Otta
If you've ever seen a chat pop up on a business' website, it was probably provided by Intercom. Though ubiquitous now, it used to be a major challenge for companies to communicate swiftly with their customers. Intercom's Messenger allows a company to instantly reach out with human or automated support, improving customer service and greatly increasing conversion rates for sales.
While the Messenger is its most visible product, Intercom provides a service similar to Salesforce, as an advanced customer relationship management system. However, Intercom doesn't see Salesforce as a major rival, as Intercom specialises in the online market while Salesforce is more suited for traditional retail. Intercom is used by more than 25,000 businesses including Amazon, Meta and Atlassian, and reaches an estimated 600 million end users monthly.
Intercom has primarily served the US and Irish markets but has been expanding its presence globally in recent years. Despite having a commanding market position, it is continuing to develop its product, most recently delivering a major functionality upgrade to its Messenger software, greatly increasing its ability to carry out ticketed support requests.
Insights
Some candidates hear
back within 2 weeks
41% female employees
-7% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Mar 2018
$125m
SERIES D
Apr 2016
$50m
SERIES C
Total funding: $240.8m
Company benefits
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Generous public transport allowance for commuting
- Wellness programme that allows you to expense gym and other sports activities up to £90 quarterly
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- Open vacation policy and flexible holidays so you can take time off when you need
- Work from home opportunities
- Health insurance
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Regular compensation reviews - we reward great work
- MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done
Company values
- We're optimistic & positive
- We obsess about our customers' success
- We're confident, yet humble
- We think big and start small
- We go further together
- Make every day count
Company HQ
Financial District, San Francisco, CA
Articles
Founders
Eoghan McCabe
(Co-Founder & CEO)Previously CEO of Contrast and Exceptional. Is also the Chairman of Intercom.
Des Traynor
(Co-founder & CSO)Previously worked in software development and is an expert in User Experience (has lectured on the topic and was UX Lead at Contrast)
Ciaran Lee
(Co-founder)Previously Lead Engineer at RateMyArea.com and CTO of Exceptional. Was Intercom's CTO until 2021.
People progressing
Joined as a Manager in Product Analytics. Made it to VP of Research & Data Science after 6 years and 3 promotions
Salary benchmarks
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