AI Design Leader

We are looking for a technically-capable product leader to head up AI Design at Intercom. Locations: London, Dublin, Berlin At Intercom, we’re building Fin, the #1 AI agent for customer service — a full-stack, vertically integrated AI system powered by our own in-house models, Apex, designed specifically for customer experiences. The role is to lead the Design function within our AI Group, where our custom models and core Fin functionality are developed. You will be managing our AI Designers (currently 3 Staff/Principal level AI Designers). You will work directly with AI Engineers and Scientists in our AI Group, and Product Designers and teams in our R&D group. We believe that leading AI Design is a new type of product leadership role that combines technical, product, and leadership qualities. This includes shaping how the Fin AI models and harness behave — how they reason, respond, and improve over time. The experience is defined as much by model behavior, evals, and iteration loops as it is by UI. We’re looking for someone to lead in that world. There are three things that matter for this role We’ve tried to simplify it down as much as possible. AI Chops (this matters most) You’re comfortable operating at the AI layer. Not just using AI tools, and not just designing around them, but getting into how things actually work: model behaviour evals and testing agent workflows You don’t need to have done everything end-to-end. Honestly, very few people have. But you can hold your own in conversations with engineers and scientists. You’re curious enough to go deep. You’ve likely built things, broken things, experimented a lot. You almost certainly have opinions about where this is all going, what’s overhyped, what actually matters. Product Leadership You care about building great products, deeply. You’ve likely led teams, or built things from scratch, or shaped products that people use. You know how to connect: user needs business goals what’s actually possible with the technology You can zoom out to define direction, and zoom in to perfect experiences. Maybe you’ve shipped AI products from the ground up, maybe you haven’t, but you’re already pulling AI into everything you build, and pushing way beyond surface-level use. Values & Mindset This part is true for everyone at Intercom: You’re high-agency. You build. You don’t wait for permission. You care about quality, not just how things look, but how they work. You like moving fast in messy, ambiguous spaces. You raise the bar for the people around you. We don’t expect you to be all of these things at once. We think this role will attract people with different “shapes.” You might be A product leader who has gone deep on AI over the last year. A designer leader who has moved closer and closer to the system and the model. An engineer, scientist or researcher who cares a lot about product and experience. A founder, or someone building things on the side, figuring this out in public. You might not have ever had the title ‘Design Leader’. That’s fine. What matters more is: how you think how you learn how seriously you’re engaging with this shift What would you be doing in the role? You’ll be working at the centre of how we build Fin. Alongside designers, engineers, and AI scientists, you’ll help shape: how the system behaves how we evaluate quality how we turn model capability into real product experiences Some of the work will feel like product. Some will feel like design. Some will feel closer to engineering or research. A lot of it will feel new. Talk to us We don’t think there’s a perfect profile for this role. We don’t think the industry has fully caught up with what this job actually is yet. And we don’t want to over-specify it and miss the interesting people. If you’ve been thinking about this space a lot, building things, forming strong opinions, we’d love to hear from you. Tell us how you see it. Tell us what you’ve built. Tell us where you think this is all heading. We’re much more interested in that than a perfect CV. Interview Process We understand that interviewing for a new role is both time and energy consuming–we 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. You’ll meet with members of our AI Group and Product & Design leadership team, and have the chance to properly understand the role, the problems we’re solving, and whether Intercom is the right fit for you.