📌 Core Information
🔹 Job Title: Director, Brand Design
🔹 Company: Intercom
🔹 Location: San Francisco, California
🔹 Job Type: Full-time, Hybrid (3 days on-site)
🔹 Category: Branding & Design
🔹 Date Posted: June 30, 2025
🔹 Experience Level: 10+ years
🔹 Remote Status: On-site (with remote options for specific states)
🚀 Job Overview
Key aspects of this role include:
- Leading and inspiring a team of brand designers
- Elevating the Intercom brand system across all channels
- Shaping the future of the brand through strategic and creative leadership
- Partnering cross-functionally with senior stakeholders to deliver high-impact brand experiences
- Establishing creative standards and processes for scalable design systems
ASSUMPTION: This role requires a strategic mindset, excellent communication skills, and the ability to balance creative vision with business objectives.
📋 Key Responsibilities
✅ Lead and inspire a team of brand designers, providing creative direction, mentorship, and a clear vision aligned with 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
ASSUMPTION: This role involves a mix of strategic planning, creative execution, and team management, requiring strong organizational skills and the ability to balance multiple priorities.
🎯 Required Qualifications
Education: Bachelor's degree in Design, Marketing, or a related field (or equivalent experience)
Experience: 10+ years of experience in brand design, including 3–5 years in a senior or director-level role leading teams in a fast-paced, cross-functional environment
Required Skills:
- 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—able 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
- Sharp eye for craft, detail, and brand consistency
Preferred Skills:
- 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
ASSUMPTION: Candidates should have a strong portfolio showcasing their ability to lead and execute strategic brand design projects.
💰 Compensation & Benefits
Salary Range: $235,000 - $281,650 (USD) per year, based on experience and location
Benefits:
- Competitive salary and meaningful equity
- Comprehensive medical, dental, and vision coverage
- Regular compensation reviews
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
- In-office bicycle storage
- Fun events for Intercomrades, friends, and family
Working Hours: Full-time (40 hours per week), with a hybrid working model (3 days on-site)
ASSUMPTION: The salary range provided is based on industry standards for a Director-level role in the San Francisco Bay Area. Actual compensation may vary based on factors such as education, skills, and experience.
📌 Applicant Insights
🔍 Company Context
Industry: Software Development, specifically Customer Service and Experience
Company Size: Medium (501-1,000 employees) - Large enough to offer significant opportunities for growth and impact, but small enough for individual contributions to make a difference
Founded: 2011 - Intercom has a well-established presence in the market and a strong track record of innovation and growth
Company Description:
- Intercom is an AI-first customer service platform that enhances customer experiences, improves operational efficiency, and scales with businesses
- The company offers two major components: Fin AI Agent (a human-quality AI agent that works with any Helpdesk) and the Intercom Customer Service Platform (an AI-first platform trusted by thousands of support leaders)
- Intercom believes in a new way to do customer service, focusing on AI and exceptional customer experiences
Company Specialties:
- Customer Relationship Management
- Customer Engagement
- Customer Communication
- Live Chat
- Customer Support
- Customer Feedback
- Marketing Automation
- Helpdesk
- Mobile
- Customer Service
- AI
- Chat Bots
- CX
- Customer Experience
- Shared Inbox
- Support Automation
Company Website: https://www.intercom.com
ASSUMPTION: Intercom is a well-established company with a strong focus on innovation and customer experience. This role offers the opportunity to work on high-impact projects and contribute to the company's continued growth and success.
📊 Role Analysis
Career Level: Senior Leadership - This role involves strategic decision-making, team leadership, and cross-functional collaboration
Reporting Structure: The Director, Brand Design will report directly to the Chief Marketing Officer (CMO) and work closely with other senior leaders across marketing, product, and workplace experience teams
Work Arrangement: Hybrid (3 days on-site) - This role requires regular on-site presence for collaboration and team building, but also offers flexibility for remote work
Growth Opportunities:
- Potential to grow into a VP or Chief Brand Officer role as the company continues to expand
- Opportunities to lead and mentor other designers, contributing to their professional growth and development
- Chance to work on high-impact projects that drive business growth and enhance the customer experience
ASSUMPTION: This role offers significant growth potential for the right candidate, with opportunities to make a real impact on the company's brand and business success.
🌍 Location & Work Environment
Office Type: Modern, collaborative workspace with on-site amenities (e.g., bicycle storage, events)
Office Location(s): San Francisco, California (with additional offices in Dublin, London, Chicago, and Sydney)
Geographic Context:
- San Francisco is a major tech hub with a vibrant design community and numerous networking opportunities
- The city offers a diverse range of cultural attractions, neighborhoods, and outdoor activities
- Intercom's offices are located in the SoMa district, close to public transportation and other amenities
Work Schedule: Full-time (40 hours per week), with a hybrid working model (3 days on-site) - This role requires regular on-site presence for collaboration and team building, but also offers flexibility for remote work
ASSUMPTION: The San Francisco office provides a dynamic and collaborative work environment, with easy access to public transportation and nearby amenities.
💼 Interview & Application Insights
Typical Process:
- Online application review
- Phone or video screen with the hiring manager
- On-site or virtual interview with the hiring team (including stakeholders from marketing, design, and other relevant departments)
- Final interview with the CMO or another senior leader
- Background check and offer extension
Key Assessment Areas:
- Creative direction and design skills
- Leadership and team management abilities
- Strategic thinking and problem-solving
- Communication and collaboration skills
- Alignment with Intercom's brand and company values
Application Tips:
- Tailor your resume and cover letter to highlight your relevant experience and skills for this role
- Include a portfolio or case studies showcasing your brand design work and leadership capabilities
- Prepare for behavioral interview questions that focus on your leadership style, decision-making processes, and ability to drive business impact through design
- Research Intercom's brand and company culture to demonstrate your fit and enthusiasm for the role
- Follow up with the hiring manager after your interview to express your interest and reiterate your qualifications
ATS Keywords: Brand Design, Creative Direction, Brand Strategy, Identity Systems, Design Leadership, Stakeholder Management, Cross-functional Collaboration, Performance Outcomes, Team Building, Design Systems, Visual Execution, Strategic Thinking
ASSUMPTION: The interview process for this role will focus on assessing the candidate's creative direction, leadership, and strategic thinking skills, as well as their cultural fit with Intercom.
🛠️ Tools & Technologies
- Adobe Creative Suite (Illustrator, Photoshop, After Effects)
- Sketch or Figma
- InVision or similar prototyping tools
- Microsoft Office Suite (Word, PowerPoint, Excel)
- Project management tools (e.g., Asana, JIRA, Trello)
- Google Workspace (Gmail, Google Drive, Google Docs)
ASSUMPTION: Familiarity with industry-standard design tools and project management platforms is essential for success in this role.
👔 Cultural Fit Considerations
Company Values:
- Customer-driven
- Inclusive
- Curious
- Tenacious
- Resourceful
- Collaborative
Work Style:
- Creative and strategic
- Collaborative and cross-functional
- Data-driven and results-oriented
- Agile and adaptable
- Customer-focused and user-centered
Self-Assessment Questions:
- Do you thrive in a fast-paced, dynamic work environment?
- Are you comfortable leading and managing teams through change and ambiguity?
- Can you balance creative vision with business objectives and stakeholder expectations?
- Do you have a strong portfolio showcasing your ability to lead and execute strategic brand design projects?
- Are you comfortable working in a hybrid environment, with a mix of on-site and remote collaboration?
ASSUMPTION: Intercom values candidates who are passionate about customer experience, curious and resourceful, and able to thrive in a dynamic, collaborative work environment.
⚠️ Potential Challenges
- Balancing creative vision with business objectives and stakeholder expectations
- Managing a team through change and ambiguity
- Navigating a complex, cross-functional organization
- Working in a hybrid environment, with a mix of on-site and remote collaboration
- Meeting the high expectations set by Intercom's strong brand and reputation
ASSUMPTION: This role presents unique challenges and opportunities for growth, requiring a strategic and adaptable mindset.
📈 Similar Roles Comparison
- Unlike other brand design roles, this position requires a strong focus on strategic alignment and cross-functional collaboration
- Intercom's AI-first approach to customer service sets it apart from traditional customer service platforms, offering unique opportunities for innovation and growth
- This role offers a rare opportunity to drive brand impact at scale, guiding a team of talented designers and shaping how Intercom shows up in the world
ASSUMPTION: This role is unique in its focus on strategic alignment, cross-functional collaboration, and driving brand impact at scale.
📝 Sample Projects
- Redesigning the Intercom brand identity system to better reflect the company's AI-first approach to customer service
- Developing a comprehensive brand style guide and toolkit to ensure consistency across all touchpoints
- Collaborating with product and marketing teams to create on-brand visual assets for marketing campaigns, product launches, and other initiatives
ASSUMPTION: These sample projects illustrate the strategic, system-level brand work required for this role.
❓ Key Questions to Ask During Interview
- How does this role fit into the company's long-term vision for brand and growth?
- What are the biggest challenges facing the brand team currently, and how can this role help address them?
- How does the company support the professional development and growth of its designers?
- What is the team's approach to collaboration and cross-functional partnerships, and how can this role contribute to their success?
- How does the company measure the impact of design on business outcomes, and how can this role help drive continuous improvement?
ASSUMPTION: Asking these questions will help you better understand the role's context, expectations, and opportunities for growth.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight your relevant experience and skills for this role
- Prepare a portfolio or case studies showcasing your brand design work and leadership capabilities
- Research Intercom's brand and company culture to demonstrate your fit and enthusiasm for the role
- Follow up with the hiring manager after your interview to express your interest and reiterate your qualifications
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
