AI Product Designer

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always‑on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high‑touch queries that require a human agent.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

We’re looking for a Staff AI Product Designer to shape what our AI does, how it behaves, and how it fits into real user workflows.

This role sits at the intersection of product, design, and machine learning—turning emerging capabilities into reliable, high‑quality user experiences. You’ll design systems: behaviors, decisions, orchestration, and end‑to‑end experiences powered by AI.

This is not a traditional product design role. You’ll go beyond interface design to define how AI systems behave, operate, and deliver value in the real world—similar to emerging “AI Model Designer” roles, but more deeply embedded in product.

• Identify and pattern match high‑value opportunities for AI across the product
• Define what AI should do—and just as importantly, what it should not do, making hard or unpopular calls when needed
• Set clear boundaries for autonomy vs human control

• Architect AI‑driven workflows and agentic systems that operate across real‑world scenarios and over time, including multi‑step and agent‑to‑agent interactions
• Establish decision frameworks: when systems should act, ask, escalate, or defer
• Design for uncertainty, failures, and edge cases as core system behavior
• Develop and apply design principles and heuristics to shape how AI systems behave and make decisions
• Ensure systems remain coherent and predictable, even as complexity scales

• Design experiences for users who are increasingly managing AI systems and agents
• Design how AI integrates into real user workflows, not just isolated interactions
• Define the role of the human in the loop: where users guide, review, or override
• Ensure users can understand, trust, and recover from system failures
• Partner with product designers to continuously shape and adapt the product experience as underlying systems evolve

• Define what “good” looks like (e.g., trust, accuracy, effort reduction, and whether outputs are structured and usable in context)
• Design evaluation scenarios and feedback loops
• Analyse outputs to identify failure modes and system weaknesses
• Design for reliability at the system level, preventing agentic breakdowns

• Shape direction from the earliest stages of zero‑to‑one problems
• Influence across teams without formal authority
• Operate in a highly autonomous, fast‑moving environment with evolving constraints
• Lead ambiguous, in‑flight work—making calls on when to adapt the product vs. push on system improvements as things evolve
• Act as a bridge between AI research, technical capabilities, and user needs
• Collaborate deeply with ML scientists, PMs, and product designers
• Prototype and run focused experiments that isolate variables and generate clear insights
• Stay close to system behaviour by regularly reviewing outputs and raising the bar on quality

• Strong product judgment—you consistently make high‑quality calls on what to build and why
• Ability to influence without authority
• Experience working on zero‑to‑one products and comfort operating through ambiguity and rapid change
• Deep understanding of LLMs and their limitations, along with a grounding in traditional ML approaches and when to use them instead
• Experience defining design…