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 integrity
* Analyze structured and unstructured data to uncover trends, patterns, and insights
* Ask critical questions and delve deeper into data to uncover hidden opportunities and challenges
* Develop and maintain dashboards, reports, and data visualizations to support business intelligence
* Collaborate with data engineers and IT teams to ensure data infrastructure supports process optimisation initiatives
* Work with stakeholders to define key performance indicators (KPIs) and create metrics to track effectiveness
* Present findings and improvement recommendations to leaders in a clear, actionable format
* Support ad-hoc data requests and conduct deep-dive analyses as needed
* Maintain data documentation and ensure compliance with data governance and privacy policies
* Partner with teams to streamline workflows, optimize operations, and increase efficiency
What skills do I need?
* 5+ years of experience in data analysis, with demonstrated problem-solving and insight generation
* Proficiency in SQL and at least one programming language such as Python
* Strong experience with data visualization tools (e.g., Tableau, Power BI, Looker)
* Demonstrated curiosity, initiative, and a desire to go beyond the obvious in data exploration
* Strong communication and the ability to simplify complex findings for diverse audiences
* Solid understanding of business process and continuous improvement methodologies
* Bachelor’s degree in Data Science, Statistics, Mathematics, Computer Science and/or relevant certification e.g., Google Data Analytics
* Knowledge of statistical analysis and predictive modeling techniques
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
* 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’re happy to get you whatever equipment helps you get your job done
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 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.
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