Senior User Researcher

Intercom is a fundamentally new way for internet businesses to communicate with customers, personally, at scale. It's a customer communication platform with a suite of integrated products for every team—including sales, marketing, product, and support. Our products enable targeted communication with customers on your website, inside your web and mobile apps, and by email.

This is a special horizontal role we’ve created for a talented Researcher to identify the various ways in which we can improve our customers’ experience, covering all the interactions they’ll have over their lifetime as a customer. Specifically, you’ll be analyzing every aspect of a customer’s involvement with the Intercom product, from how they first heard about us, to their experience purchasing the product, to their set-up process, all the way through to their experience as a long term customer. You’ll have the opportunity to interact and collaborate with many of our teams along the way, including but not limited to Sales, Marketing, and Customer Support.

* Design Customer Journey maps to illustrate the end-to-end customer experience * Design a process to capture valuable research insights from customer interactions with Sales, Marketing and Customer Support teams and recommend ways to improve those experiences * Analyse messages between customers and Sales/Customer Support teams to identify ways we can improve our written interactions with customers * Collaborate with Content Strategy team to create guidelines for how we should communicate with customers * Interview new customers to understand how we can improve our Sales and onboarding experience * Conduct usability studies to assess comprehension of our Marketing site * Evaluate competitor products

**Requirements** * Post-graduate degree (typically MSc, PhD) in Human-Computer Interaction, Psychology, or similar field * Experience researching ecosystems, not just websites (e.g. experiences that span mobile/tablet/desktop or experiences that transition between offline/online worlds) * Ability to communicate your research findings in creative and impactful ways * Strong sense of independence, ownership, and initiative; ability to determine what to work on, how to accomplish it, and when to deliver * Tenacity to follow-up on research findings to drive adoption of recommendations * Ability to conduct quick, scrappy research whilst always keeping scientific rigour in mind * Excellent communication skills * Exceptional analytical skills * Team-oriented and collaborative * Systems Thinker **Experience in some of the following research methods preferred** * Remote user testing (e.g. phone or video interviews with remote participants) * Field research (e.g. ethnography, contextual enquiry, workplace interviews) * Survey research (e.g. question phrasing, survey coding) * Longitudinal research (e.g. diary studies) * Usability testing (e.g. lab studies, RITE studies) * Literature reviews * Benchmarking (evaluating competitors using qualitative and quantitative data) * Experience creating Customer Journey Maps * Experience with the Jobs To Be Done approach * Experience collaborating with quantitative researchers/data scientists * Experience using any of the following is useful: video editing software, Usertesting.com, Inspectlet, Userzoom, data visualisation software.