Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.What's the opportunity?We are seeking a curious, detail-oriented Data Analyst with a passion for uncovering insights and driving process improvement through data. In this role, you’ll go beyond surface-level reporting to explore the "why" behind trends and metrics. You will collaborate across teams to identify inefficiencies, recommend enhancements, and support strategic decision-making through thoughtful analysis and storytelling with data.What will I be doing?Collect, clean, and validate data from multiple sources to ensure data accuracy and integrityAnalyze structured and unstructured data to uncover trends, patterns, and insightsAsk critical questions and delve deeper into data to uncover hidden opportunities and challengesDevelop and maintain dashboards, reports, and data visualizations to support business intelligenceCollaborate with data engineers and IT teams to ensure data infrastructure supports process optimisation initiativesWork with stakeholders to define key performance indicators (KPIs) and create metrics to track effectivenessPresent findings and improvement recommendations to leaders in a clear, actionable formatSupport ad-hoc data requests and conduct deep-dive analyses as neededMaintain data documentation and ensure compliance with data governance and privacy policiesPartner with teams to streamline workflows, optimize operations, and increase efficiencyWhat skills do I need?5+ years of experience in data analysis, with demonstrated problem-solving and insight generationProficiency in SQL and at least one programming language such as PythonStrong experience with data visualization tools (e.g., Tableau, Power BI, Looker)Demonstrated curiosity, initiative, and a desire to go beyond the obvious in data explorationStrong communication and the ability to simplify complex findings for diverse audiencesSolid understanding of business process and continuous improvement methodologiesBachelor’s degree in Data Science, Statistics, Mathematics, Computer Science and/or relevant certification e.g., Google Data AnalyticsKnowledge of statistical analysis and predictive modeling techniquesWe 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-upWe serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchenPension scheme & match up to 4%Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependentsFlexible paid time off policyPaid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved onesIf you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage tooMacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job doneIntercom 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 three 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.Accepted file types: pdf, doc, docx, txt, rtfEnter manuallyAccepted file types: pdf, doc, docx, txt, rtfAre you authorised to work in the country in which this role is located?(Intercom sponsors immigration for some roles so we encourage you to still apply if you require sponsorship.) * Select...Current Location * Select...NOTE for US locations : A "Metro" selection means that you live 75 miles (straight line radius) from the metropolitan geographic city center zip code.Are you willing to relocate? * Select...Current or most recent company? *Have you previously worked for Intercom? * Select...LinkedIn ProfileWebsiteHow did you hear about this job?What excites you most about this opportunity?Which Intercom value resonates most with you and why? (Our values can be found on our Careers Page)We work under a hybrid in-office model. Are you willing to work from our office location 3 days per week? * Select...Please email me about future job openings * Select...
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