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Senior Web Analyst

Intercom

Intercom

IT
Dublin, Ireland
Posted on Tuesday, April 18, 2023

Intercom is redefining how businesses support their customers using powerful messaging and automation.

Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Lyft Business, rely on Intercom to deliver efficient and personal customer experiences at scale. Intercom is used to send over 500 million messages per month and enables interactions with over 600 million monthly active end users.

Join the company helping businesses grow revenue through in-product messaging, and so much more!

Web team intro 😊

Intercom is leading the creation of a next generation solution for the Customer Service category. This huge category has been relatively dormant for the last decade, but is now undergoing transformational change due to advancements in Messaging, Automation, and AI.

Our product has been leading this transformation, and is now maturing to a point where we believe we can win the category, by continuing to innovate and mature the product, but also take our story to market in a way that inspires and educates businesses about a new and better way to support customers and create great customer experiences.

Our website forms a critical part of this strategy. It is the primary way people learn about Intercom, whether through exploration and return visits, going on to sign up by themselves, or getting in touch with our sales team to help. Our website is the public source of truth for our product, and what it can do to help solve our customer's problems. It is a cornerstone of our brand, and what we believe about the world. In an increasingly product led world, our website is becoming more and more important.

We are currently fundamentally rethinking, redesigning and rebuilding our website, and our goal is to lead the market, shipping new creative, innovative ways to tell our story and inspire visitors to try Intercom. We need a new senior web analyst to help us do this.

What's the opportunity? 🤔

As Senior Web Analyst, you will aid the creation and execution of our global reporting activities for the Web organization, analyze and share insights on key revenue and top of funnel trends, design and measure metrics to enhance overall productivity, and ultimately help scale our business in an effective way.

This role is a core member of Team Web with the main focus on helping the team to design and build the website, understand website performance and how to improve it. This role will impact both the sales function and product-led/self-serve motions.

We’re looking for a proactive, independent thinker with deep analytical skills, coupled with the ability to work in a structured manner to thrive in ambiguity. You are not afraid to roll up your sleeves, dig into massive sets of information, and create solutions to problems that have never been tackled before.

What will I be doing? 🚀

  • Perform analyses on performance and identify opportunities for improvement in website conversion

  • Work cross functionally to understand performance holistically and enable senior leadership to make data-informed decisions.

  • Build & support reports and dashboards that enable self-service analytics on website performance

  • Champion an experimentation culture that influences key web initiatives.

  • Drive business change by developing a keen understanding of the business, identifying areas of focus through data driven insights, and building trust with business partners.

  • Advise web teams on analytics instrumentation best practices, and troubleshooting where needed

  • Advise on new business growth strategies and existing business retention & expansion opportunities using models and analytics.

  • Develop strong collaborative relationships with key stakeholders in Marketing, Sales, Finance, Growth and other key teams across the company

What skills do I need? 📖

  • At least 4 years of experience in a similar web analytics role

  • Hands-on experience with web analytics solutions such as Google Analytics or Adobe Analytics

  • Hands-on experience with A/B testing solutions such as Optimizely or Adobe Target

  • An understanding of Tag Management solutions such as Google Tag Manager (GTM), Tealium, Adobe DTM, etc

  • Experience working with customer data platforms and event tracking technologies such as Segment.

  • Able to work with a high degree of autonomy, particularly within a global setting

  • Strong communication skills, including experience effectively communicating with senior management

  • Excellent SQL skills for querying, fluency with BI/visualization tools for reporting, and expert knowledge of Excel/Google Sheets

  • Willing to work in a highly demanding and results-oriented team environment

  • Google Analytics configuration experience, particularly GA4 a plus

Benefits 😍

We are a well treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! :)

  • Competitive salary and equity in a fast-growing start-up

  • We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen

  • Regular compensation reviews - we reward great work!

  • Pension scheme & match up to 4%

  • Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents

  • Open vacation policy and flexible holidays so you can take time off when you need it

  • Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones

  • MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done

  • If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too (Dublin only)

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law. Intercom is currently able to hire if an employee has a permanent residence in the following locations; Australia, Ireland, England and applicable US states. (California, Colorado, Florida, Illinois, Massachusetts, New York, North Carolina, Texas, and Washington).

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