Senior Product Designer - Product Setup

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?

As a valued member of the New User Experience (NUX) Group you’ll be responsible for both the prospective customer and early user journey. You’ll help to drive product awareness, evaluation, adoption and activation – both in the product and by partnering closely with go-to-market teams. Playing a key part in defining how Intercom achieves its growth goals.

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 research and analytics. Together they own a part of Intercom, ship solutions to challenging problems and get feedback directly from customers.

You’ll work alongside the 6 other designers in the NUX Group, reporting directly to the NUX Group Design Manager. Your specific focus will be on our product setup team, building the first-use and initial setup experience for new prospects signing up to Intercom.

Design is at the core of our company’s DNA, with designers in key leadership roles all the way through to exec level. 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 take a look at what makes us different.

What will I be doing?

You’ll be a key member of the NUX Design Team, collaborating with other designers to make their work and the whole team better

Work through design problems from beginning to end.

Work closely with many teams across the business to help shape our product setup strategy and to bring a user centric approach to implementing this for different customer segments.

Partnering with designers on other R&D teams to create holistic experiences that span the full customer lifecycle.

Sketch and prototype ideas to quickly access viability, and design the fine grained details of interactions

Drive high fidelity designs with great attention to detail all the way though to delivery

Iterate based on feedback from the whole team, and on results of your team’s experiments.

Work closely with engineers as they build and ship ideas.

Own the success or failure of their design work and initiate design and engineering sprints to improve shipped work

Write about, present, and share what they have learned, both internally and with the wider community via our blog, books, and events

What skills and experience do I need?

See what we look for when we hire designers

Experience working on an onboarding, product setup or product-led growth design team.

Experience designing digital products and systems, not just websites. You have helped ship products.

A strong system and/or service design mentality. Understanding the broader landscape of the product and the impacts of the work you are doing is vital for success.

Attention to detail and a high level of craft.

An appreciation of the entire product development process, from problem solving through to detailed UI and visual design.

The ability to create beautiful high-fidelity mockups of your designs using Figma, etc.

The ability to create prototypes using Figma, Framer, HTML/CSS/JS, etc.

The ability to coordinate work across multiple teams and bring together ideas from various stakeholder groups.

The ability to successfully and adeptly move from 10k ft thinking to 10ft execution.

Excellent communicator of design work and your rationale behind proposals.

Excellent self starter who can deeply collaborate with engineers

We're looking for a portfolio that clearly outlines the problems you were tackling with your design work. It should center on the process you applied and the business impact you were able to deliver. We’re looking to see your design thinking and business awareness, not just your ability to craft beautiful visuals. Your portfolio should be well structured and clear. Your experience should ideally focus on designing software products. Bonus points if you have examples of product-led growth projects.

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

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 we’re happy to get you whatever equipment helps you get your job done

#LI-Hybrid

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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