Senior Product Designer, Machine Learning Team

23 days ago

Job Description

We are on the cusp of a revolution in customer communication thatโ€™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, 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? ๐Ÿš€

  • 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? ๐Ÿ“–

  • 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 ๐Ÿ˜

We are a well treated bunch, with awesome benefits! If thereโ€™s something important to you thatโ€™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 weโ€™re happy to get you whatever equipment helps you get your job done

About Intercom

Website Linkedin

Intercom is an AI powered, automation-first customer service platform that lets businesses deliver fast support, keeping customers satisfied, costs low, and service teams happy.

It is the only complete customer service solution that provides a seamless customer experience across automation and human support. Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Microsoft, use Intercom to send over 600 million messages per month and enable interactions with over 800 million monthly active end users. The company was founded in 2011 and is backed by leading venture capitalist including Bessemer Venture Partners, Kleiner Perkins and Social Capital. 

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