Senior Market Researcher (12 Month Fixed Term Contract)

Senior Market Researcher (12 Month Fixed Term Contract)

London, England

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, enables businesses to deliver always-on, impeccable customer service and transform their customer experiences. Fin can be integrated with our Helpdesk to form the Intercom Customer Service Suite, which offers AI-enhanced support for complex or high-touch queries requiring human intervention.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom sets new standards in customer service. We value pushing boundaries, building swiftly and intensely, and delivering exceptional value to our customers.

What\’s the opportunity?

The Research, Analytics & Data Science (RAD!) team at Intercom aims to develop and share a comprehensive understanding of our customers, their needs, and behaviors through research and data science.

As part of this team, your mission is to facilitate effective, evidence-based decision-making by leveraging both quantitative and qualitative data to derive actionable insights about our customers, products, sales, marketing efforts, and overall business performance. This understanding is deeply integrated across the company to improve customer outcomes.

Team RAD focuses on high-impact initiatives that significantly influence our products, customers, and business growth. You will own and lead research projects from inception to completion, driving impact through innovative integration of data types.

What will I be doing?

In this role, you will:

• Contribute to our Go To Market (GTM) strategies by providing insights into our target audience, brand effectiveness, and creative approaches.
• Innovate in research methodologies and processes to deliver critical insights rapidly to marketing and sales teams.
• Partner strategically with leaders and teams across Intercom, encouraging innovative thinking and challenging existing assumptions.
• Explore new ways to combine quantitative and qualitative data to maximize impact, including creative recruitment strategies to gather relevant customer insights.
• Research our Ideal Customer Profile’s media consumption habits, learning about effective channels and messaging resonance.
• Conduct creative testing for current and new brand assets.
• Manage and refine our brand tracking programs, collaborating with external agencies for data collection and methodology improvements.
• Prioritize research that informs tangible business decisions or supports scaling our team and foundational processes.
• Advocate for our prospects within the organization by fostering a deep understanding of their behaviors and needs.
• Collaborate with Data Science, Sales, Business Operations, and Marketing teams to define research questions and develop solutions.
• Present insights clearly and engagingly, ensuring all stakeholders understand the research approach, findings, and implications.

What skills do I need?

• Minimum of 4 years experience as a researcher, with a background in marketing measurement and audience insights.
• Proven ability to manage multiple research projects simultaneously.
• Experience owning and managing brand tracking and longitudinal research initiatives.
• Expertise in end-to-end user research, including planning, recruitment, execution, analysis, and reporting.
• Deep understanding of marketing effectiveness, research methodologies, and competitive dynamics.
• Ability to contribute to strategic planning to deliver meaningful impact.
• Strong methodological rigor and validity in research under tight constraints.
• Leadership qualities to drive debate, identify inconsistencies, and contribute innovative ideas.
• Excellent communication skills to articulate research insights effectively.
• Ability to navigate ambiguous problem spaces and develop impactful GTM research strategies.
• Experience in product research or close collaboration with product teams is preferred.
• A passion for building compelling brands along with conducting research.

We offer excellent benefits! If there\’s something important to you that\’s not listed, talk to us!

• Competitive salary and equity in a fast-growing startup
• Daily lunch, snacks, and a fully stocked kitchen
• Pension scheme with up to 4% match
• Comprehensive health, dental insurance, and life assurance
• Flexible paid time off
• Paid maternity and paternity leave to spend time with loved ones
• Cycle-to-Work Scheme and secure bike storage
• Standard MacBooks or Windows devices as needed

Our hybrid working policy encourages in-office presence at least two days per week to foster collaboration and culture.

Intercom promotes a diverse, inclusive, and respectful workplace. We are committed to Equal Employment Opportunity and do not discriminate based on race, gender, age, disability, or other protected characteristics. We respect personal opinions and expression outside of work and focus on achieving our shared goals through our core values.

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