Senior Product Designer, AI Group // Intercom

May 20, 2024

Intercom is an AI-first customer service platform that helps businesses deliver better, faster, more personalized support.

Intercom is bringing AI-first Customer Service to the world, dramatically improving experiences for customers, support agents, and managers alike.Modern, fast, and easy-to-use, Intercom’s complete AI-first Customer Service Platform enhances the customer experience, improves operational efficiency, and scales with our customers’ business every step of the way. Intercom is also the most innovative and fastest improving product on the market. Shipping over 200 product improvements every year, Intercom is bringing AI features to market before anyone else.

What’s the opportunity? 🤔

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. We’ve had designers in key leadership roles, including at the exec level, from the very beginning. This has made design a core foundation of our company’s DNA. This means that you’ll never have to justify the importance of design. We genuinely care about people and value kindness in our everyday interactions. You’ll be able to be yourself, feel valued, supported, learn and grow no matter how experienced you are.

If you want to learn more about what it’s like to work here, check out intercom.design, read what makes us different, and watch a keynote from our CEO talking about our mission, vision and the next chapter of Intercom.

What will I be doing? 🚀

  • 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.

What skills do I need? 📖

  • 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.

Benefits 😍

We are a well treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! 🙂

  • 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!

  • Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents

  • Open vacation policy and flexible holidays so you can take time off when you need it

  • Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones

  • MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done

  • Relocation support for those moving to our offices

Policies 

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least two days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.  

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

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