Senior Voice of Customer Researcher(m/w/x)

Description

As a Senior Voice of Customer Researcher, you will lead the charge in understanding customer insights, evaluating product-market fit, and shaping strategic decisions. This role involves collaborating with various teams to generate actionable insights that drive business success.

Requirements

• •Research and analytical expertise
• •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
• •Fluency in qualitative and quantitative methods
• •Ability to extract meaning from imperfect datasets
• •Strategic influence and problem-solving
• •Experience influencing roadmap, sales strategy, or organizational prioritization through research
• •Ability to frame ambiguous problems and challenge assumptions
• •Comfort leading debate and driving energy into unresolved issues
• •Communication and cross-functional collaboration
• •Strong narrative and synthesis skills
• •Experience partnering with cross-functional teams
• •Skilled at presenting insights and facilitating conversations
• •Mindset and craft
• •Passion for understanding buyer decisions
• •Bias toward impact, not artifacts
• •Curiosity, creativity, and comfort with evolving processes
• •Love for building great products and customer experiences

Tasks

• •Own and drive the Voice of Customer research program
• •Lead the monthly Voice of Customer insights generation process from start to finish
• •Investigate product-market fit signals and identify product gaps
• •Evaluate go-to-market effectiveness, including sales process and competitive posture
• •Identify buyer patterns and readiness profiles to guide targeting
• •Experiment with processes and methodologies for insights generation
• •Refine monthly insights production, balancing speed and rigor
• •Use mixed-methods approaches to uncover customer motivations and behaviors
• •Work creatively with imperfect data sources to clarify insights
• •Prioritize critical information over less important details
• •Shape the monthly process by engaging the right stakeholders
• •Collaborate with teams to develop sharper questions and actionable outcomes
• •Serve as a strategic partner across various teams at Intercom
• •Contextualize signals and validate findings with stakeholders
• •Influence roadmap decisions with evidence-based insights
• •Craft compelling narratives that outline themes and recommendations
• •Facilitate share-outs to align Sales, Product, and leadership teams
• •Use storytelling and structured reasoning to communicate insights effectively

Benefits