Staff/Principal Product Designer

Overview

As a Staff/Principal Product Designer at Intercom, you will push the craft of product design for AI-powered customer service experiences. You’ll own end-to-end design across high-impact areas, shaping interactions for Fin and related automation tools within a design-driven team. You’ll create world-class experiences that balance speed with meticulous detail and mentor others to raise the overall craft. This role offers autonomy to lead design decisions with engineers and PMs, contributing to Intercom’s mission of transforming customer service through AI.

Pay / Benefits

• Competitive salary and equity
• Lunch and snacks, kitchen facilities
• Health and dental insurance, dependents coverage
• Pension scheme with matching up to 4%
• Paid time off, maternity and paternity leave
• Cycle-to-Work Scheme, secure bike storage

Responsibilities

• Own end-to-end design for high-impact product areas from concept to execution
• Define new interaction patterns and design paradigms for Fin and AI-powered tools
• Sketch, prototype, and test ideas at different fidelities to validate decisions
• Work closely with engineers and PMs to define problems, move quickly, and deliver high-quality solutions
• Maintain high standards of craft while balancing speed and execution
• Contribute to design culture by mentoring others and sharing knowledge

Key requirements

• Shipped complex, high-quality software products
• Designs for multiple surfaces—desktop, mobile, chat interfaces, AI-first experiences
• Balances speed and detail; knows when to push for perfection
• End-to-end systems thinking from big picture to small interactions
• Understands engineering; can prototype ideas (Framer, Loveable, Windsurf, Vercel, Figma, code)
• Has taste and can articulate decisions with clarity
• Operates with agency, ownership, and autonomy

• Autonomy and self-direction
• Strong storytelling and justification of design decisions
• Mentoring and collaboration within a team
• Framer
• Loveable
• Windsurf

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