Principal Product Designer

About the role

Principal Product Designer to push the boundaries of product craft at Intercom. This is a craft-heavy role focused on owning end-to-end design for high-impact product areas, defining new interaction patterns for Fin (our AI agent), and raising the quality bar across our most strategic products.

What you'll do

• Own end-to-end design for high-impact product areas from concept to execution.
• Define new interaction patterns and design paradigms for Fin, our automation, and AI-powered tools.
• Sketch, prototype, and test ideas at different fidelities to validate decisions.
• Work closely with engineers and PMs to define problems, move quickly, and deliver high-quality solutions.
• Maintain high standards of craft while balancing speed and execution.
• Contribute to design culture—mentoring others, pushing for greatness in a team, and sharing knowledge inside and outside Intercom.

What you'll need

• Shipped complex, high-quality software products.
• Design for multiple surfaces—desktop, mobile, chat interfaces, AI first and emerging experiences.
• Balance speed and detail—know when to move fast and when to obsess over the last 1%.
• Think end-to-end—from big-picture systems thinking to the smallest interaction detail.
• Understand engineering and can build prototypes to communicate ideas.
• Have taste and know what great design looks and feels like.
• Tell a compelling story—articulate decisions with clarity and conviction.
• Operate with agency, ownership, and autonomy.

What they offer

• Work on cutting-edge AI experiences shaping the future of customer service.
• Design-driven culture with 60+ designers across R&D and two design co-founders.
• Opportunity to be founding R&D talent in Berlin office with global impact.
• Autonomy and leadership to drive impact on strategic product areas.