Senior Program Manager, Voice of the Customer

Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.

What's the opportunity?

We’re looking for a skilled Senior Programme Manager to lead Intercom’s Voice of the Customer (VoC) Programme within our Go To Market org. In this role, you will be responsible for scoping, building, and launching the VoC programme, aligning closely with leaders in our GTM and R&D orgs. This programme will play a crucial role in how we develop and prioritise our product roadmap. You’ll spend time mapping and understanding all of our customer feedback, and turning that data into actionable insights to champion our customers internally. After streamlining and elevating our customer feedback initiatives, this role will evolve to drive holistic improvements that impact the entire customer experience, ensuring our customers’ voices and perspectives resonate across all areas of Intercom.

What will I be doing?

• Build, develop a vision for, and manage a comprehensive VoC programme
• Streamline multiple different feedback channels into one central product feedback loop from our GTM organisation to our R&D teams
• Partner closely with R&D, Customer Support, and GTM leadership to analyse feedback to turn into actionable insights to improve our customer experience
• Work with internal stakeholders to launch and solicit feedback from a Customer Advisory Board comprising of Intercom’s most strategic customers
• Enable GTM and R&D teams on using product feedback to maximise customer experience, including closing the loop on customer feedback
• Use analytics tools to gain insights from all customer interactions with our support org
• Proactively identify internal processes that need to be improved to improve CX

What skills do I need?

• 6+ years experience in programme management AND 4+ years in a customer facing role
• Previous experience building a Voice of Customer program for a SaaS / technology company is a bonus
• Demonstrated proficiency in understanding complex technical problems
• Experience in building and launching new programmes
• Expertise in feedback platforms and analytics tools
• Strong executive communication and stakeholder management skills
• Proven success working cross functionally across multiple groups and stakeholders

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!
• Pension scheme & match up to 4%
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
• Flexible paid time off policy
• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
• If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
• MacBooks are our standard, but we also offer Windows for certain roles when needed.

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 two 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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