What's the opportunity?
The Research, Analytics & Data Science team (RAD!) at Intercom use data and insights to drive evidence-based decision-making and inform product innovation. We're a team of data scientists and researchers who use data โ both big and small โ to unlock actionable insights about our customers, our products and our business. We believe in the power of combining quantitative and qualitative approaches to shape company strategy, build new products that drive tangible value, and gain a holistic understanding of our customers and business.We are looking for a passionate, ambitious Product Analytics / Product Data Science leader to lead and evolve a world-class data science team working on our Core Support Product, which includes Intercomโs AI Agent, AI Copilot, Inbox and Outbound messaging features. This is a high-impact cross-functional leadership role reporting to the VP of RAD. We are especially keen to chat to folks who can blur the lines across Research and Data Science, who have deep experience in Product Analytics and Product Data Science, and who have experience in building, driving and measuring success of AI products.
What will I be doing?
- Leadership: Lead, develop, and inspire a high-performing team of 6+ Data Scientists to achieve organizational goals.
- Cross-Functional Collaboration: Work with cross-functional teams including Research, Product Management, ML, Design, Engineering, Marketing, Biz Ops, Sales, and more to build a holistic understanding of our customers, their usage and ensure our insights drive action.
- Strategic Alignment: Collaborate with Senior R&D leadership to prioritize analytics initiatives that align with product roadmaps, our vision and business goals.
- Analytics Strategy: Developing an analytics roadmap that drives and enhances the company's commercial and product strategy.
- Product Insights & Reporting: Oversee the development of analytical models, metrics and reporting systems that offer transparency on product performance and help our partners make the data-informed decisions.
- Execution & Results: Apply your expertise in quantitative analysis, data mining, experimentation and the presentation of data to develop data-informed strategies for growing and improving our product and AI offerings.
- Analytics Excellence: Set high standards and best practices for data science execution and outputs.
- Communication & Advocacy: Present impactful insights and recommendations internally and represent the team across Intercom.
- Industry leadership: Serve as a sought-after expert in product analytics and data science, contributing to thought leadership within and outside the organization.
What skills do I need?
- 7+ years of Product Analytics / Product Data Science experience preferably in B2B SaaS.
- 3+ years experience building and leading a data science team of individual contributors.
- Proven track record of driving impact through data and insights.
- Very high attention to detail (uphold high standards in execution).
- Experience partnering cross-functionally and at exec levels to drive impact.
- Experience working closely with research teams is a plus.
- Skilled at problem prioritisation and able to ensure RAD function in particular is focused on what truly matters for Intercom.
Benefits
- Competitive salary and equity in a fast-growing start-up.
- Regular compensation reviews.
- Pension scheme & match up to 4%.
- Flexible vacation.
- Paid maternity leave, as well as 6 weeks paternity leave for fathers.
- Cycle-to-Work Scheme.
Policies
- Intercom has a hybrid working policy.
- Intercom values diversity and is committed to a policy of Equal Employment Opportunity.
