Building high-performing Research and Data Science teams with clear career paths

At Intercom, they created a unified Research and Data Science (RAD) function to drive effective, evidence-based decisions. They developed a clear team mission, vision, and purpose, established a set of rituals and processes, hired talented new team members, and created dedicated career ladders for both individual contributors and managers. The RAD team is aligned on behaviors and standards, with a focus on mastery, partnerships and influence, impact, leadership, communication, and feedback and collaboration. The management track has its own five essential skill sets, including leadership, people management, business strategy, product strategy, and execution and impact. Intercom prioritizes clear expectations to maximize growth and impact, demonstrating what great looks like through established standards from the moment new team members join.