Director, Brand Design

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.

What's the opportunity? 

We’re seeking a visionary Senior Manager, Brand Design to lead and evolve the creative direction of the Intercom brand across all touch points. This is a rare opportunity to drive brand impact at scale—leading a talented team, evolving a high-profile brand system, and shaping how Intercom shows up across every touchpoint, globally.

In this role, you will lead a high-performing team of Brand Designers and Managers, helping to craft and communicate a cohesive, innovative, and scalable brand identity. You’ll partner closely with senior cross-functional leaders across marketing, product, content, and workplace experience to ensure that design is not only beautiful—but strategic and measurable.

You’ll be part of a forward-thinking design culture at Intercom, where creativity is valued at the highest levels of leadership. Our CEO is a former designer, and design is deeply embedded in how we solve problems and build for our customers. Intercom is a design-led company, and this role is a cornerstone of that commitment.

This is a key leadership role with real ownership. You’ll have the runway and influence to do the best work of your career.

What will I be doing? 

This is a strategy-first role, though a sharp eye for execution and craft is essential.

• Lead and mentor a high-performing brand design team, setting a clear creative vision aligned to company goals
  
  
• Define and elevate the Intercom brand system across all channels—ensuring cohesion, creativity, and innovation in every visual execution.
  
  
• Shape the future of the brand through bold creative leadership, strategic alignment, and a deep understanding of audience and market context.
  
  
• Partner cross-functionally with senior stakeholders in Brand Marketing, Product Marketing, Workplace, Demand Generation, and beyond to deliver high-impact, integrated brand experiences.
  
  
• Establish creative standards and processes to enable scalable design systems, efficient delivery, and exceptional execution.
  
  
• Advocate for strategic design thinking—connecting visual design to performance outcomes and company objectives.
  
  
• Own the brand book and visual identity guidelines, continuously evolving and protecting our brand integrity across platforms and teams.
  
  
• Recruit, retain, and grow top design talent through coaching, feedback, and career development planning.
  
  
• Use data and insights from performance and growth teams to refine how design can better support business outcomes.
  
  

What skills do I need? 

• 8+ years of experience in brand design, including 3–5 years managing teams in a fast-paced, cross-functional environment.
  
  
• Proven track record of building, mentoring, and scaling high-performing design teams.
  
  
• Exceptional creative direction and design execution skills with a strong portfolio of strategic, system-level brand work.
  
  
• Deep understanding of brand strategy, identity systems, and how design translates across digital, experiential, and physical environments.
  
  
• Experience leading cross-functional initiatives, aligning stakeholders, and delivering work that drives measurable business impact.
  
  
• Comfortable navigating complex challenges and leading through change and ambiguity.
  
  
• Excellent communication skills—you know how to influence, inspire, and align teams at all levels of the organization.
  
  
• Deep systems thinking—able to scale design through documentation, tooling, and process without compromising creativity.
  
  
• A sharp eye for craft, detail, and brand consistency.

Bonus skills & attributes 

• Experience working within or managing in-house brand studios at product-led companies.
  
  
• Background in illustration, motion, or creative technology.
  
  
• Experience contributing to or leading internal brand campaigns or corporate narrative efforts.
  
  
• Knowledge of performance marketing principles and how brand and growth intersect.

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 meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• Flexible paid time off policy
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for Intercomrades, friends, and family!

*Proof of eligibility to work in the United States is required.

The base salary range for candidates within the San Francisco Bay Area is $203,400 - 242,950. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs). 

Policies 

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.  

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.

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