AI Design Leader (Remote)

AI Design Leader

Company Overview

We are looking for a technically-capable product leader to head up AI Design at Fin (formally Intercom). Locations: London, Dublin, Berlin. Fin is the #1 AI agent for customer service — a full-stack, vertically integrated AI system powered by our own in-house models, Apex, designed specifically for customer experiences.

Job Summary

The role is to lead the Design function within our AI Group, where our custom models and core Fin functionality are developed. You will be managing our AI Designers (currently 3 Staff/Principal level AI Designers). You will work directly with AI Engineers and Scientists in our AI Group, and Product Designers and teams in our R&D group. We believe that leading AI Design is a new type of product leadership role that combines technical, product, and leadership qualities. This includes shaping how the Fin AI models and harness behave — how they reason, respond, and improve over time.

Requirements / Qualifications

AI Chops (this matters most)

• You’re Comfortable Operating At The AI Layer. Not Just Using AI Tools, And Not Just Designing Around Them, But Getting Into How Things Actually Work: model behaviour, evals, and testing, agent workflows.
• You don’t need to have done everything end-to-end.
• You can hold your own in conversations with engineers and scientists.
• You’re curious enough to go deep.
• You’ve likely built things, broken things, experimented a lot.
• You almost certainly have opinions about where this is all going, what’s overhyped, what actually matters.

Product Leadership

• You care about building great products, deeply.
• You’ve likely led teams, or built things from scratch, or shaped products that people use.
• You know how to connect user needs, business goals, and what’s actually possible with the technology.
• You can zoom out to define direction, and zoom in to perfect experiences.

Values & Mindset

• You’re high-agency. You build. You don’t wait for permission.
• You care about quality, not just how things look, but how they work.
• You like moving fast in messy, ambiguous spaces.
• You raise the bar for the people around you.

What would you be doing in the role?

You’ll Be Working At The Centre Of How We Build Fin. Alongside Designers, Engineers, And AI Scientists, You’ll Help Shape:

• How the system behaves
• How we evaluate quality
• How we turn model capability into real product experiences

Interview Process

We understand that interviewing for a new role is both time and energy consuming–we aim to be thorough, speedy and transparent in our approach. You should expect for the entire process to be no more than 4 weeks from start to finish. You’ll meet with members of our AI Group and Product & Design leadership team, and have the chance to properly understand the role, the problems we’re solving, and whether Fin is the right fit for you.

How to Apply

If you’ve been thinking about this space a lot, building things, forming strong opinions, we’d love to hear from you. Tell us how you see it. Tell us what you’ve built. Tell us where you think this is all heading.