Senior Web Designer, Growth

Senior Web Designer, Growth Overview

Intercom, now part of Salesforce, is seeking a talented Senior Web Designer focused on growth to join their team in London. The company is dedicated to transforming customer experiences through innovative AI solutions, including their flagship AI Agent, Fin, which supports businesses in delivering seamless, round-the-clock customer service across multiple channels. This role is pivotal in shaping the company’s website, which serves as a primary touchpoint for potential customers to understand offerings, value, and to initiate engagement through demos, signups, and trials.

Role Overview

The Senior Web Designer will approach the website as a product, continuously seeking ways to improve the user journey from the initial visit to lead capture and conversion. This involves understanding user intent, identifying areas of friction, and hypothesizing solutions based on data and user feedback. The designer will be responsible for designing and testing experiments across various pages and flows to enhance engagement and conversion rates.

Key Responsibilities

• Manage the website as a product, focusing on user understanding and friction reduction to optimize the experience.
• Design and iterate on experiments, including A/B tests, across landing pages, pricing, sign-up processes, and conversion flows to increase engagement, qualified leads, and trial starts.
• Collaborate with teams across Growth, Self-serve, Brand, Marketing, Product, Data, Research, and Engineering to turn opportunities into actionable, buildable website features.
• Utilize user insights and funnel data to identify opportunities, develop hypotheses, and measure the success of design changes.
• Apply product design thinking to improve comprehension, navigation, forms, interactive demos, responsiveness, and accessibility of the website.
• Create prototypes in Figma and code, leveraging AI tools where beneficial, and work within shared component libraries and brand systems.
• Contribute ideas to the Web Growth roadmap, taking ownership of initiatives and driving them forward.
• Design experiences that clarify complex product value propositions, making them easier for users to understand and act upon without additional sales or marketing explanations.
• Build strong working relationships with cross-functional teams including Growth, Marketing, Product, Engineering, Data, Research, Sales, and Customer Success.

Candidate Profile

• At least five years of experience in web, product, or growth design roles, with a portfolio demonstrating successful, conversion-focused projects.
• A growth-oriented mindset with experience applying design frameworks, conversion rate optimization, and funnel analysis to improve key metrics.
• Experience designing and executing experiments, including A/B testing and other data-informed approaches.
• Experience in B2B SaaS environments is advantageous.
• Exceptional visual and interaction design skills, with a sharp eye for typography, hierarchy, detail, and overall polish.
• Comfort working within existing design systems and brand guidelines, with the ability to identify opportunities for system improvements.
• Experience using AI tools in the design process, such as Claude Code, Cursor, Codex, Figma Make, or similar, and the ability to explain how AI has impacted your workflow and outputs.
• Ability to independently interpret briefs, make decisions, ask relevant questions, and deliver solutions proactively.
• Strong understanding of user experience principles, especially related to forms, navigation, interactive demos, and friction reduction.

What the Role Is Not

• This position is not suitable for those who prefer designing campaign or marketing pages from fixed briefs, as it involves owning the entire user journey from first visit to conversion.
• If your focus is solely on visual polish without regard to comprehension, navigation, or reducing friction, this role may not be suitable.
• Applicants who do not wish to work with funnel data, user research, experimentation, or implementation details should consider other roles.
• This role does not suit those who prefer a fixed roadmap without opportunities to shape testing and experience improvements.
• It is not for individuals not interested in collaborating with cross-functional teams to enhance website performance.

Success Metrics

• Increased understanding of Fin and Intercom among visitors, leading to easier navigation and less friction in their journey.
• Improved outcomes in leads, demo engagement, signups, and trial initiations.
• Well-designed, measurable experiments that inform future actions.
• Enhanced clarity of complex product value, reducing reliance on sales or marketing explanations.
• Strong relationships with teams across the company, fostering a collaborative environment.
• High-quality, trustworthy web experiences that users find engaging and useful.

Interview Process

The company values a thorough yet efficient interview process, aiming to complete it within four weeks. Candidates will meet with various team members to ensure mutual fit and alignment with the company’s mission and values.

Additional Information

Intercom offers a hybrid working model, requiring employees to be in the office at least three days per week. The company promotes an inclusive, respectful culture, emphasizing diversity and equal opportunity. They are committed to non-discrimination and support candidates with diverse backgrounds, including those requiring visa sponsorship. Compensation varies based on location, experience, and role specifics, with potential for incentives and equity. Benefits include health support, work-life balance initiatives, and professional development resources.

Applicants are encouraged to apply if they are passionate about improving business through design and AI, and possess the autonomy and curiosity to make a significant impact. The company is committed to creating an environment where all employees can thrive and contribute to innovative customer experiences.

Degree Requirement: Not Specified

Visa Sponsorship Promising