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 experiences 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.
What's the opportunity?
The Research, Analytics & Data Science (RAD) team at Intercom use data and insights to advise our product teams and drive evidence-based decision-making. We're a team of data scientists and product researchers who use data — both big and small — to build customer empathy, drive product strategy and shape products that deliver real value to our customers. If you get really excited about asking the right questions, exploring patterns in data and taking ownership of outcomes (not just surfacing insights), then this team is for you.
For this role, we are looking for a Senior Data Scientist to work in our Web team, partnering with the product, design and engineering leads for our websites, intercom.com and fin.ai, to figure out where we can improve visitor journeys and increase lead volumes.
What will I be doing?
- You’ll build relationships with and influence web leads from product, design and engineering to shape the strategy and roadmaps for our websites.
- You’ll measure outcomes and develop success metrics to understand the impact of changes, through analysis and experimentation and collaborate with our RevOps teams to understand how our website contributes to Intercom’s commercial performance.
- You’ll drive projects to improve the tools and infrastructure that data scientists use to do their work.
- You’ll be a role model for more junior data scientists on the team
What skills do I need?
- Track record working with and influencing the roadmaps of web teams
- Significant experience of using AB testing to optimise website performance
- Strong familiarity with Google Analytics
- Excellent communication skills (technical and non-technical) and a focus on driving impact
- Desire to mentor other data scientists and share best practices to elevate the use of data science at Intercom
- Growth mindset and sense of ownership
- Excellent SQL skills
Bonus skills & attributes
- Experience working on a B2B SaaS product
- Experience with a scientific computing language (R or Python)
- Experience partnering with Qualitative Research teams
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!
- Pension scheme & match up to 4%
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Flexible paid time off policy
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
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 three 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.
