Staff/Principal Product Designer in London

Intercom – AI Customer Service Company

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.

Why you should join Intercom today

AI is transforming everything—fast.

We’re at the forefront, shaping the AI Agent category and redefining customer service with Fin.

Soon, Fin will handle the vast majority of customer interactions, setting a new standard for support.

This shift isn’t just changing what we build—it’s changing how we work.

Our team is constantly evolving, integrating AI into design, development, and go‑to‑market strategies.

At Intercom, design is in our DNA.

With 60+ designers across R&D and Brand and two co‑founders from design, you’ll never have to fight for your place at the table.

Designers lead from the start, shaping products that millions of people interact with daily.

If you want to work on cutting‑edge AI experiences that push the boundaries of product design, there’s no better place to be.

Why this role exists

In a world where it’s easier and easier to get software off the ground and to 75% built, it’s the last 25% that really matters.

We need deep craft specialists—people who will raise the quality bar, bring a spark of creativity, drive best‑in‑class interaction and visual design, and push execution excellence across our most strategic product areas.

This is not a strategy‑only or people‑management role.

We need a maker, a doer, a leader in craft.

• Must Have Experience
• Shipped complex, high‑quality software products.
• Designed for multiple surfaces—desktop, mobile, chat interfaces, AI first and emerging experiences.
• Balances speed and detail—knows when to move fast and when to obsess over the last 1 %.
• Thinks end‑to‑end—from big‑picture systems thinking to the smallest interaction detail.
• Understands engineering and can build prototypes to communicate ideas (Framer, Loveable, Windsurf, Vercel, Figma, code, etc.).
• Has taste. You know what great design looks and feels like, and you push to get there.
• Can tell a compelling story—articulating your decisions with clarity and conviction.
• Operates with agency, ownership, and autonomy—doesn’t wait to be told what to do.
• Who This Role Is Not For
• You prefer strategy, research or system design over execution—a craft‑heavy role.
• You need a lot of direction or structured processes—you should thrive in open‑endedness and ambiguity.
• You don’t obsess over details—you are not someone who sweats the pixels.
• You primarily work on marketing sites—this role is about designing deep, functional software experiences.
• Day‑to‑Day Responsibilities
• Own end‑to‑end design for high‑impact product areas from concept to execution.
• Define new interaction patterns and design paradigms for Fin, our automation, and AI‑powered tools.
• Sketch, prototype, and test ideas at different fidelities to validate decisions.
• Work closely with engineers and product managers to define problems, move quickly, and deliver high‑quality solutions.
• Maintain high standards of craft while balancing speed and execution.
• Contribute to design culture—mentor others, push for greatness in a team, refine processes, and share knowledge inside and outside Intercom.
• What Success Looks Like
• Raised the design bar. Your work is referenced as an example of exceptional craft and taste.
• Shipped product with major business impact. The areas you own are visibly better because of you.
• Operated autonomously. You don’t need direction—you see what needs to be done and do it.
• Engineers love working with you. Your designs are considered, clear, and easy to implement.
• Peers trust your judgment. When you push for quality, people listen.
• Interview Process

The interview process is thorough, speedy, and transparent.

It takes no more than four weeks from start to finish.

You’ll meet with various members of our team and have the opportunity to fully validate that Intercom and the role are the right fit for you.

Benefits

• 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.
• Unlimited access to Claude Code and best‑in‑class AI tools; experimentation & building is encouraged & celebrated.
• Pension scheme & match up to 4 %.
• Life assurance, comprehensive health and dental insurance for you and your dependents.
• Flexible paid time off policy.
• Paid maternity leave, and 6 weeks paternity leave for fathers.
• If you’re cycling, we’ve got you covered on the Cycle‑to‑Work Scheme with secure bike storage.
• Mac Books are our standard, but we also offer Windows for certain roles when needed.

Intercom has a hybrid working policy. We expect employees to be in the office at least three days per week.

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.

#J-18808-Ljbffr