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RAD at Intercom

At Intercom, we build tools that make it simple for customers and businesses to connect. And that starts with understanding our customers—and their customers. That's where the RAD team (Research, Analytics, and Data Science) comes in. Join us!
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More reasons to love working here
How we work
The RAD team at Intercom is guided by a set of principles that we've all pretty much committed to memory. They're not just nice words—we use them to guide our decisions, and to keep our team on point, productive, and contributing valuable learnings.

  • We're true strategic partners

    We’ve got our partners’ backs (and we also push back from time to time!)

  • We focus on the decision

    Nice-to-know is nice, but it doesn’t solve anything. Instead, we focus on the need-to-know.

  • We spend less time the next time

    We're always learning and improving.

  • We combine passion, creativity, and mastery

    We’re here to share and inspire—both the wider team and ourselves.

Things you'll love about working here

  1. We’re in that sweet spot between startup and tech giant. That means plenty of opportunities and ground-breaking work, backed up by the security of an established company.
  2. We’re obsessed with our customers' success—solving their most urgent problems is key to what we do—and that takes getting to the heart of who our customers are and what they need. Our insights directly contribute to the success of our product.
  3. In RAD, we empower our colleagues to make effective, evidence-based decisions. Our learnings help the company shape strategy, maintain focus, and, most importantly, build products that deliver real value.
  4. We’re a dedicated team, constantly pushing to uncover a deeper understanding of our customers, their needs, and the way they use our product.
  5. Our team is made up of researchers and data scientists, working together to deeply understand the "what" and the "why" of our customers' behavior.

“The RAD team combines product research and data science into a single org with the goal of creating, evolving, and improving our customer understanding. As a team, we have a clear mission, strong values, and—best of all—a real sense of community.”

Karen Church, VP of Research, Analytics and Data Science

What our teammates are saying

  1. Headshot of generic person

    “Seeing the results of my work was very important to me. I knew, too, that at Intercom I would see those results—and fast.”

    Jen Murphy
    Staff Product Researcher
  2. Headshot of generic person

    “I was Initially intimidated by the education level of my team. Since then, I’ve seen many people from very different backgrounds succeed at Intercom—so it's not just about having those top-level credentials, but much more.”

    Nick Odlum
    Director, Data Science
  3. Headshot of generic person

    “The interview process here was fast and really well-organized. I felt that my time was valued. I think Intercom is a great size at the moment—it still feels very informal and friendly, but also big enough so you can progress in your role.”

    Marina Schink
    Senior Data Scientist
  4. Headshot of generic person

    “This is an awesome opportunity to join a team that’s decision and impact focused, and work with an amazing group of analysts and researchers. The fact that Intercom sets the pace in a fast-moving area of the SaaS industry makes it even better.”

    Neil Quinlan
    Senior Data Scientist

Recommended reading

Interested in learning more? Read on for a behind-the-scenes look at what it takes to be on the RAD team at Intercom.

  • How we became RAD

    RAD brings together our Product Research and Product Analytics teams into a single org with the goal of creating, evolving, and improving a holistic understanding of our customers across Intercom.
    Read more

  • Understanding the “aha” moments in your product

    Lynsey Duncan, one of our product researchers, talks about the anatomy of “aha” moments, and what it means when your customers are experiencing them in your product.
    Read more

  • Finding the metrics that matter for your product

    Nick Odlum, our analytics manager, and Kevin McNally, a data scientist and machine learning engineer, put their heads together to share some advice on how to make metrics work for you - an interesting insight into the way we think.
    Read more

  • Searches, notifications & emoji: What data reveals about people

    Here’s a piece from RAD-boss (yeah, we said that) Karen Church, talking about how data offers a window into human nature. See what you can learn from this!
    Read more

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