Senior Voice of Customer Insights Strategist

Intercom; Greater London; Hybrid; GBP 60,000 - 75,000; Full time

Job summary

A leading AI customer service company is seeking a Senior Researcher to drive the Voice of Customer research program. This role involves leading insights generation, identifying buyer patterns, and collaborating with various teams to influence strategy. Ideal candidates will have 2-4 years' experience in user or product research, bringing both qualitative and quantitative analytical skills. The position offers competitive salary, a hybrid working environment, and various employee benefits.

Benefits

Competitive salary and equity

Lunch and snacks provided

Pension scheme with match

Comprehensive health insurance

Flexible paid time off policy

Paid maternity and paternity leave

Cycle-to-work scheme

Qualifications

• 2–4+ years experience in user research, product research, or a related analytical insight role.
• Experience running end‑to‑end research or analysis projects with clear impact.
• Fluency in qualitative and quantitative methods.

Responsibilities

• Lead a monthly Voice of Customer insights generation process end-to-end.
• Identify buyer patterns and readiness profiles.
• Work with stakeholders to refine questions and outcomes.

Skills

User research

Data analysis

Communication

Cross-functional collaboration

Problem-solving

Job description

A leading AI customer service company is seeking a Senior Researcher to drive the Voice of Customer research program. This role involves leading insights generation, identifying buyer patterns, and collaborating with various teams to influence strategy. Ideal candidates will have 2-4 years' experience in user or product research, bringing both qualitative and quantitative analytical skills. The position offers competitive salary, a hybrid working environment, and various employee benefits.