Senior Product Designer, Intercom
Monetization
The modern customer communications platform
Open for applications
The modern customer communications platform
1001+ employees
Open for applications
1001+ employees
Company mission
Intercom's mission is to make internet business personal.
Role
Who you are
- Experience working on a monetization, pricing & packaging, billing, or growth design team is advantageous for this role
- 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
- Strong 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
What the job involves
- As a valued member of the Monetization Group you’ll be responsible for crafting experiences that make it simple, coherent and seamless for prospects and customers to understand Intercom’s pricing, packaging and billing
- You’ll work both in the product and on the public facing website – 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 in the Pricing and Packaging (P&P) team, alongside 7 talented product and content designers in the broader Growth Org
- Your specific focus will be creating clarity, transparency and trust in the customer experience via our pricing strategy
- You will create and evangelize P&P design principles across the organization, and help us define innovative AI-first pricing for a new era of customer service software. We’re already innovators in this space and have big plans
- You’ll be a key member of the Monetization group and broader Growth org, 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 monetization 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 through 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
- 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
Our take
If you've ever seen a chat pop up on a business' website, it was probably provided by Intercom. Though ubiquitous now, it used to be a major challenge for companies to communicate swiftly with their customers. Intercom's Messenger allows a company to instantly reach out with human or automated support, improving customer service and greatly increasing conversion rates for sales.
While the Messenger is its most visible product, Intercom provides a service similar to Salesforce, as an advanced customer relationship management system. However, Intercom doesn't see Salesforce as a major rival, as Intercom specialises in the online market while Salesforce is more suited for traditional retail. Intercom is used by more than 25,000 businesses including Amazon, Meta and Atlassian, and reaches an estimated 600 million end users monthly.
Intercom has primarily served the US and Irish markets but has been expanding its presence globally in recent years. Despite having a commanding market position, it is continuing to develop its product, most recently delivering a major functionality upgrade to its Messenger software, greatly increasing its ability to carry out ticketed support requests.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
41% female employees
-7% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Mar 2018
$125m
SERIES D
Apr 2016
$50m
SERIES C
Total funding: $240.8m
Company benefits
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Generous public transport allowance for commuting
- Wellness programme that allows you to expense gym and other sports activities up to £90 quarterly
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- Open vacation policy and flexible holidays so you can take time off when you need
- Work from home opportunities
- Health insurance
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Regular compensation reviews - we reward great work
- MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done
Company values
- We're optimistic & positive
- We obsess about our customers' success
- We're confident, yet humble
- We think big and start small
- We go further together
- Make every day count
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Eoghan McCabe
(Co-Founder & CEO)Previously CEO of Contrast and Exceptional. Is also the Chairman of Intercom.
Des Traynor
(Co-founder & CSO)Previously worked in software development and is an expert in User Experience (has lectured on the topic and was UX Lead at Contrast)
Ciaran Lee
(Co-founder)Previously Lead Engineer at RateMyArea.com and CTO of Exceptional. Was Intercom's CTO until 2021.
People progressing
Joined as a Manager in Product Analytics. Made it to VP of Research & Data Science after 6 years and 3 promotions
Salary benchmarks
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