Director of Product Analytics

London, England, United Kingdom

12/14/2024

Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.

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 — both big and small — 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 Intercom’s 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. Evolve the org, hire great data scientists, and help us build a world-class RAD function.
• 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. Own and guide strategic data science projects, ensuring high-impact outcomes and actionable insights. Foster a culture of urgency and iteration, focusing on delivering value to the business, our customers and our product.
• Analytics Excellence: Set high standards and best practices for data science execution and outputs. Foster innovation within the product analytics function, identifying and implementing process enhancements to bolster our analytics capabilities and in turn impact.
• Communication & Advocacy: Present impactful insights and recommendations internally and represent the team across Intercom. Champion, celebrate and explain your team’s work.
• 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. Genuinely care about how the people who report to you perform, feel and grow.
• Proven track record of driving impact through data and insights. Care about and engage in our analytics process, insights generation, and in driving outcomes using insights.
• Proven track record of partnering with product orgs and contributing to company-level strategy, product strategy and product roadmaps.
• Very high attention to detail (uphold high standards in execution).
• Experience partnering cross-functionally and at exec levels to drive impact.
• You are genuinely excited by building software products and are passionate about new technology, AI and its impact on the world.
• You are excited about building a very successful commercial business, and how the work of your team impacts the business.
• You are highly impactful in a world of ambiguity. You can bring clarity and simplicity to complex topics. You have an innate desire to make things better. Strong growth mindset and strong ownership of problems.
• Experience working closely with research teams is a plus
• Experience working with AI/ML products, collaborating with AI/ML leaders and scientists, and helping measure and drive success of AI/ML products is a plus.
• Excels at all forms of communication, written, spoken, from 1:1 to large presentations. Can explain topics at any zoom level (highly strategic and abstract to specific and tactical) to employees at any zoom level (Execs to Individual Contributors). Excellent storyteller of insights.
• No tolerance for work/work. Always looking to drive a direct line between the work of the team and customer value and/or business impact.
• Skilled at problem prioritisation and able to ensure RAD function in particular is focused on what truly matters for Intercom
  
  

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!
• Pension scheme & match up to 4%
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
• Flexible vacation 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
• If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
• MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done
  
  

Policies

Intercom 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 two days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

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.

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