AI Design Leader

Overview

We are looking for a technically‑capable product leader to head up AI Design at Intercom.

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) and work directly with AI Engineers and Scientists in our AI Group, and Product Designers and teams in our R&D group.

• Shape how Fin AI models and harness behave — how they reason, respond, and improve over time.
• Define user needs, business goals, and determine what’s actually possible with technology.
• Help shape system behavior, evaluate quality, and turn model capability into real product experiences.
• Lead the design function, collaborate with AI Engineers/Scientists and Product designers, and iterate on design from concept to UI.
• Work at the center of Fin’s development, driving product vision while integrating with engineering and research.

• AI Chops (this matters most)
  • Comfortable operating at the AI layer: understand model behaviour, evaluate and test, fully grasp agent workflows.
  • Experience building, breaking, and experimenting with AI systems; hold your own in conversations with engineers and scientists.
  • Curious enough to dive deep; have opinions on AI’s future, overhyped aspects, and what actually matters.
• Product Leadership
  • Led teams, built products from scratch, shaped products that people use—a deep commitment to building great products.
  • Ability to zoom out for direction, zoom in for perfect experiences; have shipped AI products or integrated AI into products beyond surface use.
  • Strong understanding of how to connect user needs, business goals, and what’s technologically possible.
• Values & Mindset
  • High agency: build, don’t wait for permission.
  • Commitment to quality—both appearance and functionality.
  • Thrives in fast, ambiguous, messy spaces.
  • Raises the bar for the people around you.

• A product leader who has gone deep on AI over the last year.
• A designer leader moving closer to the system and model.
• An engineer, scientist or researcher deeply interested in product and experience.
• A founder or independent creator building things that figure out this domain publicly.

You’ll be working at the center 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 like design, some closer to engineering or research. A lot of it will feel new.