AI Design Leader (AI Agent Product Design) — Berlin, Germany
About Fin
Fin is the AI Customer Agent company on a mission to help businesses deliver perfect customer experiences. Fin is the #1 AI agent for customer service — a full-stack, vertically integrated AI system powered by Intercom's own in-house models (Apex), resolving complex customer issues end-to-end across every channel. Nearly 30,000 global businesses use Intercom products, and Fin remains one of the largest private software companies in the world.
The Role
Intercom is looking for a technically-capable product leader to head up AI Design at Fin. You'll lead the Design function within the AI Group — where custom models and core Fin functionality are developed — managing a team of Staff/Principal-level AI Designers and working directly with AI Engineers and Scientists.
What You'll Do
- Shape how Fin's AI models and harness behave — how they reason, respond and improve over time
- Define the experience across model behavior, evals and iteration loops, not just UI
- Manage and grow the AI Design function (currently 3 Staff/Principal AI Designers)
- Collaborate with AI Engineers, Scientists and R&D Product Designers
- Zoom out to define direction, and zoom in to perfect experiences
What Matters for This Role
1. AI Chops (most important) — comfortable operating at the AI layer: model behavior, evals, testing agent workflows. You can hold your own in conversations with engineers and scientists.
2. Product Leadership — deep care for great products; you connect user needs, business goals and what's technically possible
3. Values & Mindset — high agency, you build rather than wait for permission, you raise the bar for everyone around you
Why Join
This is a rare, category-defining role: leading design for one of the world's most advanced AI agents — where the experience is defined as much by model behavior as by pixels.
🚀 Ready to Apply?
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