Forward Deployed Data Scientist

About the role

The Research, Analytics & Data Science (RAD) team at Intercom uses data and insights to drive evidence-based decisions, and is looking for a Forward Deployed Data Scientist. You will embed with strategic customers to build enterprise-grade Fin deployments, working closely with them and go-to-market teams to design, build and implement data-driven solutions that improve how customers scale customer support. Insights from these deployments feed back into Intercom's product and strategy.

Key responsibilities

• Drive the adoption of Fin by helping customers automate and scale their support operations.
• Embed with strategic customers to understand their support workflows, data and business challenges, and identify opportunities where AI delivers measurable impact.
• Steer customers toward best practices in measurement and AI adoption.
• Partner with Sales, Success and Product to deliver seamless customer experiences, successful deployments and feedback loops that shape product development.
• Use AI to prototype, test and scale data-driven solutions, building tools that speed up Fin adoption and customer impact.

Required profile

• Proven ability to apply data science in real-world business contexts to drive measurable outcomes.
• Strong collaboration across Sales, Success, Product and Engineering, with high adaptability and ownership.
• Excellent technical and non-technical communication skills.
• Rapid prototyping with systems thinking, and willingness to travel and work on-site with customers.
• Bonus: experience in technical consulting, customer-facing analytics or SaaS product data science, and experience reframing problems rather than just solving them.

Required skills

• Excellent SQL and production-aware Python.
• Experience applying analytical and statistical methods to real business problems.
• Experience with AI/ML evaluation, LLM-driven applications or conversational AI.

Fin has a hybrid policy, expecting employees to be in the office at least three days per week.