Senior Product Designer

Intercom; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading AI Customer Service company located in Greater London seeks a Senior Product Designer to enhance product quality and user experiences. This role involves deep engagement in design craft, interaction patterns for AI tools, and collaboration with engineers to ensure excellence in product delivery. Candidates should have a robust background in interaction and visual design and demonstrate the ability to work autonomously in a hybrid work environment. Benefits include competitive salary, equity, and flexible paid time off.

Benefits

Competitive salary and equity

Lunch and snacks provided

Regular compensation reviews

Pension scheme with match

Comprehensive health and dental insurance

Flexible paid time off

Paid maternity and paternity leave

Cycle-to-Work Scheme

MacBooks standard issue

Qualifications

• Experience shipping complex high-quality software products.
• Design for desktop, mobile, and AI first interfaces.
• Ability to balance speed with detail in design.
• End-to-end design thinking from systems-level to interaction details.
• Understanding of engineering and ability to build prototypes.

Responsibilities

• Owning end-to-end design for high-impact product areas.
• Defining interaction patterns for AI-powered tools.
• Sketching and prototyping to validate decisions.
• Working closely with engineers to deliver high-quality solutions.
• Maintaining high standards of craft while balancing execution speed.

Skills

Interaction Design

Visual Design

User Research

Design Thinking

Usability

Figma

Sketch

Zeplin

InVision

Tools

Figma

Sketch

Zeplin

Job description

Overview

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 30000 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.

Intercom is hiring a Senior Product Designer to push the boundaries of product craft.

We are one of the most design-driven and AI first technology companies. Fin our AI Agent is the best performing most widely adopted and highest grossing AI service agent on the market. We are shaping the future of how businesses communicate with their customers through AI and humans. Our product is used by millions and our design team plays a critical role in making it world-class.

Why you should join Intercom today

AI is transforming everythingfast. Were at the forefront shaping the AI Agent category and redefining customer service with Fin. Soon Fin will handle the vast majority of customer interactions setting a new standard for support.

This shift isnt just changing what we buildits changing how we work. Our team is constantly evolving integrating AI into design development and go-to-market strategies.

At Intercom design is in our DNA. With 60 designers across R&D and Brandand two co-founders from designyoull never have to fight for your place at the table. Here designers lead from the start shaping products that millions of people interact with daily. If you want to work on cutting-edge AI experiences that push the boundaries of product design theres no better place to be.

Why this role exists

In a world where its easier and easier to get software off the ground and to 75% built its the last 25% that really matters. We need deep craft specialistspeople who will raise the quality bar bring a spark of creativity drive best-in-class interaction and visual design and push execution excellence across our most strategic product areas. This is not a strategy-only or people-management role. We need a maker a doer a leader in craft.

If you have a deep passion for interaction design product thinking and pixel-perfect executionand the leadership and autonomy to drive impact without waiting for directionthis is the role for you.

Must Have Experience

We’re looking for a world-class IC designer who :

• Has shipped complex high-quality software products.
• Designs for multiple surfaces desktop mobile chat interfaces AI first and emerging experiences.
• Balances speed and detail knows when to move fast and when to obsess over the last 1% .
• Thinks end-to-end from big-picture systems thinking to the smallest interaction detail.
• Understands engineering and can build prototypes to communicate ideas (Framer Loveable Windsurf Vercel Figma code etc).
• Has taste. You know what great design looks and feels like and you push to get there.
• Can tell a compelling story articulating your decisions with clarity and conviction.
• Operates with agency ownership and autonomy doesnt wait to be told what to do.

Who This Role Is Not For

This role is not for you if :

• You prefer strategy research or system design over executionthis is a craft-heavy role .
• You need a lot of direction or structured processes you should thrive in open-endedness and ambiguity.
• You dont obsess over details were looking for someone who sweats the pixels.
• You primarily work on marketing sites this role is about designing deep functional software experiences.

Day-to-Day Responsibilities

What youll be doing :

• Owning end-to-end design for high-impact product areas from concept to execution.
• Defining new interaction patterns and design paradigms for Fin our automation and AI-powered tools.
• Sketching prototyping and testing ideas at different fidelities to validate decisions.
• Working closely with engineers and PMs to define problems move quickly and deliver high-quality solutions.
• Maintaining high standards of craft while balancing speed and execution.
• Contributing to design culture mentoring others pushing for greatness in a team refining processes and sharing knowledge inside and outside Intercom.

What Success Looks Like

Youll know youre successful if :

• Youve raised the design bar. Your work is referenced as an example of exceptional craft and taste.
• Youve shipped product with major business impact. The areas you own are visibly better because of you.
• You operate autonomously. You dont need directionyou see what needs to be done and do it.
• Engineers love working with you. Your designs are considered clear and easy to implement.
• Your peers trust your judgment. When you push for quality people listen.

Interview Process

We understand that interviewing for a new role is both time and energy consumingwe aim to be thorough speedy and transparent in our approach. You should expect for the entire process to be no more than 4 weeks from start to finish. Youll meet with various members of our team and have the opportunity to fully validate that Intercom and the role is the right fit for you.

Ready to build something great

If youre driven to push the boundaries of product design and have the craft autonomy and taste to make a real impact we want to hear from you.

Benefits

We are a well treated bunch with awesome benefits! If theres something important to you thats 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 youre cycling weve 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 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. 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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Required Experience :

Senior IC

Key Skills

InVision,Interaction Design,Ux,Usability,Visual Design,Design Thinking,Zeplin,User Research,UI,IOS,Figma,Sketch

Employment Type : Full Time

Experience : years

Vacancy : 1