Intercom Verified

Software, Customer Service, SaaS, MarTech

Senior Data Scientist

London, United KingdomHybridFull TimeSeniorPosted 2 months ago

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Role summary

Intercom is seeking a Senior Data Scientist to join their Research, Analytics & Data Science (RAD) team. This role involves partnering with R&D teams to drive evidence-based decision-making through data analysis, metric definition, and end-to-end data pipeline development. You will influence product strategy by uncovering customer insights and measuring outcomes. The position increasingly requires leveraging AI-assisted tools for analysis and coding, identifying automation opportunities, and building scalable data products. The ideal candidate has 5+ years of experience, strong SQL and statistical skills, Python proficiency, and excellent communication abilities, with a focus on connecting analysis to business strategy. Experience with data modeling, ETL, and AI across the data workflow is preferred.

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

What's the opportunity?

The Research, Analytics & Data Science (RAD) team at Intercom use data and insights to drive evidence based decision-making. We're a team of data scientists and product researchers who use data - both big and small - to unlock actionable insights about our customers, our products and our business. We generate insights that build customer empathy, drive product strategy and shape products that deliver real value. If you get excited about asking the right questions, exploring patterns in data and turning insights into action, this role is for you..

Data Scientists in RAD partner with teams across R&D to help Intercom make sense of our users, our products and our business, using metrics, data and analysis. This role will enable you to drive key data projects that directly impact our customers and millions of end users who communicate via our messaging platform daily.

What will I be doing?

You’ll partner with product teams to help them identify important questions and answer those questions with data

You’ll work closely with product managers, designers and engineers to develop key product success metrics, to set targets, to measure results and outcomes, and to size opportunities

You’ll design, build and update end-to-end data pipelines, working closely with stakeholders to drive the collection of new data and the refinement of existing data sources and tables.

You’ll partner closely with product researchers to build a holistic understanding of our customers, our products and our business.

You’ll influence our product roadmap and product strategy through exploratory analysis and quantitative research

Increasingly, you will also:

Use AI-assisted tools (e.g. Claude Code, Cursor) to accelerate analysis, coding and insight generation

Identify opportunities to automate your own workflows and reduce time spent on repetitive tasks

Build scalable data products (dashboards, models, internal tools) that enable stakeholders to self-serve insights

Help teams interact more directly with data (e.g. through better abstractions, semantic layers, or AI-powered interfaces)

Raise the bar for how AI is used within RAD- sharing patterns, workflows and best practices

Craft clear, compelling data stories and communicate recommendations across R&D and the broader company

Contribute to and shape core RAD foundations, improving how the team operates

What skills do I need?

5 + years experience working with data to solve problems and drive evidence-based decisions

Strong SQL skills and solid grounding in statistics

Experience working closely with product teams

Proven track record of delivering actionable insights that drive measurable impact with minimal supervision

Strong product intuition, business acumen and ability to connect analysis to strategy

Excellent communication skills (technical and non-technical), with a focus on driving decisions and outcomes

Strong ownership, curiosity and growth mindset

Experience with a scientific computing language (e.g. Python)

And increasingly important:

Ability to effectively use AI tools (e.g. Claude Code, Cursor) to accelerate and improve your work

A mindset of automation and leverage - looking for ways to scale your impact beyond one-off analyses

Comfort working in ambiguous, fast-evolving environments where tools and workflows are rapidly changing

Bonus skills & attributes

Experience with data modeling and ETL pipelines (esp dbt)

Experience building internal tools, data products or self-serve analytics capabilities

Experience leveraging AI across the data workflow - from ideation and coding to analysis and communication

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 three 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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