Senior Data Scientist - Product Analytics in London

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support.

What's the opportunity? The Research, Analytics & Data Science (RAD) team at Intercom use data and insights to drive evidence based decision-making. We're a team of data scientists and product researchers who use data — both big and small — to unlock actionable insights about our customers, our products and our business. We generate insights that 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 surfacing actionable insights that drive strategic decisions, then this role is for you.

Data Scientists in RAD partner with teams across R&D to help Intercom make sense of our users, our products and our business, using metrics and data. This role will enable you to drive key data projects that directly impact our customers and millions of end users who communicate via our messaging platform daily.

What will I be doing?

• You’ll partner with product teams to help them identify important questions and answer those questions with data.
• You’ll work closely with product managers, designers and engineers to develop key product success metrics, to set targets, to measure results and outcomes, and to size opportunities.
• You’ll design, build and update end-to-end data pipelines, working closely with stakeholders to drive the collection of new data and the refinement of existing data sources and tables.
• You’ll partner closely with product researchers to build a holistic understanding of our customers, our products and our business.
• You’ll influence our product roadmap and product strategy through experimentation, exploratory analysis and quantitative research.
• You’ll build and automate actionable models and dashboards.
• You’ll craft data stories and share your findings and recommendations across R&D and the broader company.
• You’ll drive and shape core RAD foundations and help us improve how the RAD org operates.

What skills do I need?

• 5 + years experience working with data to solve problems and drive evidence-based decisions.
• Excellent SQL skills and experience of applying analytical and statistical approaches to problem solving.
• Proven track record of initiating and delivering actionable analysis and insights that drives tangible impact with minimal supervision.
• Excellent communication skills (technical and non-technical) and a focus on driving impact.
• Strong growth mindset and sense of ownership. Innate passion and curiosity.
• Experience with a scientific computing language (such as R or Python).

Bonus skills & attributes

• Experience with BI/Visualization tools like Tableau, Superset and Looker.
• Experience with data modeling and ETL pipelines.
• Experience working with product teams.
• Experience leveraging AI tools to boost efficiency and creativity across the data science workflow — from ideation and coding to analysis and communication.

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.

#LI-HybridPolicies

Fin 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.

Fin values diversity and is committed to a policy of Equal Employment Opportunity. Fin 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.