Senior Voice of Customer Researcher

About the role

We're looking for a Senior Researcher to own and evolve Intercom's Voice of Customer program. This program sits at the intersection of customer insight, product-market fit, sales effectiveness, and competitive intelligence. You will build a clear, repeatable understanding of why we win, why we lose, what frictions exist within our customer base, and what the business should do about it.

What you'll do

• Lead a monthly, rolling Voice of Customer insights generation process end-to-end, from theme surfacing through high-fidelity deep-dive analysis and final narrative delivery
• Investigate product-market fit signals: where our products resonate, where they struggle, and the product gaps driving losses
• Evaluate GTM effectiveness: sales process, positioning, pricing, pipeline hygiene, and competitive posture
• Identify buyer patterns and readiness profiles (e.g., AI-forward vs. AI-hesitant), surfacing insights that meaningfully guide targeting and enablement
• Continually refine how we produce monthly insights, balancing speed with rigor
• Work closely with GTM, R&D, Product, PMM, and CS teams to contextualize signals and validate findings
• Craft compelling narratives that clearly outline themes, consequences, and recommendations
• Facilitate share-outs that bring together Sales, Product, CS, and leadership

What you'll need

• 2–4+ years experience in user research, product research, competitive intelligence, or a related analytical insight role
• Experience running end-to-end research or analysis projects with clear impact—scoping, planning, execution, synthesis, and delivery
• Fluency in qualitative and quantitative methods, and good judgment on when and how to use each
• Ability to extract meaning from imperfect datasets and messy inputs (e.g., Sales data, call recordings, partial feedback)
• Experience influencing roadmap, sales strategy, or organizational prioritization through research
• Strong narrative and synthesis skills—able to convert complex signals into concise, actionable recommendations
• Experience partnering with cross-functional teams (Product, PMM, Sales, CS, Biz Ops)
• A passion for understanding how and why buyers make decisions

What they offer

• Competitive salary, annual bonus and equity
• Regular compensation reviews
• Generous paid time off above statutory minimum
• Hybrid working
• MacBooks as standard (Windows available for certain roles)
• Fun events for employees, friends, and family