What's the opportunity?
We’re looking for a skilled Senior Programme Manager to lead Intercom’s Voice of the Customer (VoC) Programme within our Go To Market org. In this role, you will be responsible for scoping, building, and launching the VoC programme, aligning closely with leaders in our GTM and R&D orgs. This programme will play a crucial role in how we develop and prioritise our product roadmap. You’ll spend time mapping and understanding all of our customer feedback, and turning that data into actionable insights to champion our customers internally. After streamlining and elevating our customer feedback initiatives, this role will evolve to drive holistic improvements that impact the entire customer experience, ensuring our customers’ voices and perspectives resonate across all areas of Intercom.
What will I be doing?
- Build, develop a vision for, and manage a comprehensive VoC programme
- Streamline multiple different feedback channels into one central product feedback loop from our GTM organisation to our R&D teams
- Partner closely with R&D, Customer Support, and GTM leadership to analyse feedback to turn into actionable insights to improve our customer experience
- Work with internal stakeholders to launch and solicit feedback from a Customer Advisory Board comprising of Intercom’s most strategic customers
- Enable GTM and R&D teams on using product feedback to maximise customer experience, including closing the loop on customer feedback
- Use analytics tools to gain insights from all customer interactions with our support org
- Proactively identify internal processes that need to be improved to improve CX
What skills do I need?
- 6+ years experience in programme management AND 4+ years in a customer facing role
- Previous experience building a Voice of Customer program for a SaaS / technology company is a bonus
- Demonstrated proficiency in understanding complex technical problems
- Experience in building and launching new programmes
- Expertise in feedback platforms and analytics tools
- Strong executive communication and stakeholder management skills
- Proven success working cross functionally across multiple groups and stakeholders
Benefits
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
- 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 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 also offer Windows for certain roles when needed.
