{"id":27778,"date":"2022-07-19T17:51:00","date_gmt":"2022-07-19T16:51:00","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=27778"},"modified":"2024-10-22T17:51:00","modified_gmt":"2024-10-22T16:51:00","slug":"research-data-science-career-paths","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/research-data-science-career-paths\/","title":{"rendered":"Building high-performing Research and Data Science teams with clear career paths"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">At Intercom, we obsess about our customers\u2019 success.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We study our customer\u2019s wants, needs, and behaviors so we can <\/span><a href=\"https:\/\/www.intercom.com\/blog\/how-to-write-problem-statements\/\"><span style=\"font-weight: 400;\">deeply understand their problems<\/span><\/a><span style=\"font-weight: 400;\"> and provide the right solutions. Research and data science play a major role in surfacing holistic insights about our customers and ensuring we\u2019re building products that drive real value.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To ensure we build the fullest picture of our customers and their needs, we created a new function called <\/span><a href=\"https:\/\/www.intercom.com\/blog\/research-analytics-data-science-team-values\/\"><span style=\"font-weight: 400;\">RAD<\/span><\/a><span style=\"font-weight: 400;\"> (research, analytics, and data science) <\/span><span style=\"font-weight: 400;\">about 18 months ago<\/span><span style=\"font-weight: 400;\">. RAD brings together our Product Research and Product Analytics (aka Data Science) teams into a single org with the mission of driving effective, evidence-based decisions.\u00a0\u00a0<\/span><\/p>\n<blockquote class=\"pullquote-style-two\"><p>\u201cWe established a set of rituals and processes, and hired talented, passionate new folks\u201d<\/p><\/blockquote>\n<h2 id=\"we-needed-to-build-for-high-performance\"><span style=\"font-weight: 400;\">We needed to build for high performance<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Our insights are used to shape strategy and help the company focus on what matters most \u2013 <\/span><a href=\"https:\/\/www.intercom.com\/blog\/exploratory-research-in-product-development\/\"><span style=\"font-weight: 400;\">building products<\/span><\/a><span style=\"font-weight: 400;\"> that deliver value and positive impact to our customers and our business.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Once we had created the unified function, we set about building a high-performing team. We developed a clear team mission, vision, and purpose, and created the right org structure and ways of working. We established a set of rituals and processes, and hired talented, passionate new folks.\u00a0<\/span><\/p>\n<blockquote class=\"pullquote-style-four\"><p><span style=\"font-weight: 400;\">An essential step on our path to high performance was to create dedicated RAD career ladders. These helped us to:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Clarify roles and responsibilities across the team.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Align on clear expectations and competencies for team members.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Promote career development and progression.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Assess and calibrate performance fairly.<\/span><\/li>\n<\/ul>\n<\/blockquote>\n<p><span style=\"font-weight: 400;\">By aligning the team on the behaviors and standards we expect from our teammates, and demonstrating what good looks like, we were able to build a more cohesive team \u2013 a team that can support each other, hold each other accountable, and work towards shared goals in an effective way.\u00a0<\/span><\/p>\n<h2 id=\"team-rads-career-paths\"><span style=\"font-weight: 400;\">Team RAD\u2019s career paths<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">While most career opportunities may mean stepping into a management position, at Intercom we believe that the manager path is a lateral career move, not a promotion. We consider management as its own separate craft. So working alongside RAD managers <\/span><a href=\"https:\/\/www.linkedin.com\/in\/nicholasodlum\/?originalSubdomain=ie\"><span style=\"font-weight: 400;\">Nick<\/span><\/a><span style=\"font-weight: 400;\">, <\/span><a href=\"https:\/\/www.linkedin.com\/in\/louisryan\/\"><span style=\"font-weight: 400;\">Louis<\/span><\/a>,<span style=\"font-weight: 400;\"> and <\/span><a href=\"https:\/\/www.linkedin.com\/in\/hayleycamille\/\"><span style=\"font-weight: 400;\">Hayley<\/span><\/a><span style=\"font-weight: 400;\">, we created two distinct key career paths within team RAD: individual contributor (IC) and manager.\u00a0<\/span><\/p>\n<blockquote class=\"pullquote-style-two\"><p>\u201cWe prioritize mastery and communication above all, and we expect our researchers, data scientists, and managers to have opinions\u201d<\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\">There are some qualities we expect to see across all of our RAD team members; we prioritize mastery and communication above all, and we expect our researchers, data scientists, and managers to have opinions. This may seem counterintuitive in a field that revolves around objectivity, but expert opinions are a crucial input to company strategy decisions \u2013 subjective decisions based on objective data.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">However, ICs and Managers are two very different roles, requiring different skills, responsibilities, and operations. This is reflected in the ladder and competencies we\u2019ve specified for each path.<\/span><\/p>\n<h2 id=\"team-rads-individual-contributor-track\"><span style=\"font-weight: 400;\">Team RAD\u2019s Individual Contributor track<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Individual contributors (ICs) are an essential part of any team. The IC track in RAD spans Associate, Mid-Level, Senior, Staff, Principal, and Senior Principal Data Scientist\/Researcher, and performance is assessed based on the six major skill sets that we believe are crucial for Researchers and Data Scientists to be successful in Intercom and flourish in their careers.<\/span><\/p>\n\n<blockquote class=\"pullquote-style-four\"><p>Six essential skill sets of Individual Contributors:<\/p>\n<ul>\n<li>Mastery<\/li>\n<li>Partnerships and influence<\/li>\n<li>Impact<\/li>\n<li>Leadership<\/li>\n<li>Communication<\/li>\n<li>Feedback and collaboration<\/li>\n<\/ul>\n<\/blockquote>\n<h3><span style=\"font-weight: 400;\">Mastery\u00a0<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Become an expert in the core skills, competencies, and relevant tools necessary to achieve excellence in the distinct crafts of research or data science.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><em>Specific competencies:<\/em>\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Tools and methods<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Technical\/analytical expertise<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Programming<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Research techniques<\/span><\/li>\n<\/ul>\n<h3><span style=\"font-weight: 400;\">Partnerships and influence<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Foster a deep knowledge of Intercom, our products, and our business functions. Develop trusted partnerships, build consensus and influence, and educate others. <\/span><\/p>\n<p><em><span style=\"font-weight: 400;\">Specific competencies:<\/span><\/em><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Product and business knowledge and vision<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Strong relationships and cross-functional partnerships<\/span><\/li>\n<\/ul>\n<h3><span style=\"font-weight: 400;\">Impact<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">The ability to unblock oneself, demonstrate initiative, and be proactive. It factors in the size, scope, and value of the work, and requires a focus on tangible business, customer, and team impact.\u00a0 <\/span><\/p>\n<p><em><span style=\"font-weight: 400;\">Specific competencies:<\/span><\/em><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Ownership<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Proactivity and self-direction<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Scope, visibility, and effect<\/span><\/li>\n<\/ul>\n<h3><span style=\"font-weight: 400;\">Leadership\u00a0<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Lead by example, and continuously try to raise the bar for the whole team and company. <\/span><\/p>\n<p><em><span style=\"font-weight: 400;\">Specific competencies:<\/span><\/em><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Applying team and company values<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Mentorship<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Knowledge sharing and brand<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Hiring and onboarding<\/span><\/li>\n<\/ul>\n<h3><span style=\"font-weight: 400;\">Communication\u00a0<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Share findings in an audience-appropriate manner and communicate broadly about our org and your work, both internally and externally. Advanced storytelling skills are at the core of this competency.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Feedback and collaboration<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Includes things like interactions with others, contribution to the team, a focus on giving and receiving effective feedback, and acting as a role model for others.\u00a0<\/span><\/p>\n<blockquote class=\"pullquote-style-two\"><p>\u201cManagers should be a role model for the team\u2019s values and help take the RAD function to the next level\u201d<\/p><\/blockquote>\n<h2 id=\"team-rad-management-track\"><span style=\"font-weight: 400;\">Team RAD Management track<\/span><\/h2>\n<p><span style=\"font-weight: 400;\"><\/span><\/p>\n<p><span style=\"font-weight: 400;\">On the <a href=\"https:\/\/docs.google.com\/document\/d\/1Rq6Nfs3019quG0ZtVd2IdNg9ySoEpZCNhGGn_xIoBk0\/edit#\">management path<\/a>, spanning both management and senior management, the expectations are slightly different. They fall under five skill sets, each with their own associated competencies.<\/span><\/p>\n<blockquote class=\"pullquote-style-four\"><p>Five essential skill sets of Research and Data Science managers:<\/p>\n<ul>\n<li>Leadership<\/li>\n<li>People management<\/li>\n<li>Business strategy<\/li>\n<li>Product strategy<\/li>\n<li>Execution and impact<\/li>\n<\/ul>\n<\/blockquote>\n<h3><span style=\"font-weight: 400;\">Leadership<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Managers should be able to motivate, engage, and partner effectively with their direct team and the wider R&amp;D org. They should be a role model for the team\u2019s values and help take the RAD function to the next level. <\/span><\/p>\n<p><em><span style=\"font-weight: 400;\">Specific competencies:\u00a0<\/span><\/em><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Driving motivation and engagement across the team.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Communicating effectively and helping colleagues and leaders to improve communication within the team and with the wider company.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Collaborating and building relationships with senior stakeholders across the business, as well as spotting opportunities for cross-functional partnerships.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Upleveling the RAD function: Participating in RAD programs and projects, demonstrating thought leadership, and contributing to the strategy and direction of the org.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Building visibility as the go-to domain expert for the relevant area of expertise, both internally and externally.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Exemplifying and coaching team values, as well as helping leadership to model them.<\/span><\/li>\n<\/ul>\n<h3><span style=\"font-weight: 400;\">People management<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Build a high-performing team by hiring talented people and nurturing them to fulfill their potential.<\/span><\/p>\n<p><em><span style=\"font-weight: 400;\">Specific competencies:<\/span><\/em><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Hiring and recruiting: Being a stakeholder in our hiring process and taking any opportunity to make it fairer and more welcoming for all candidates.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Providing consistent, constructive feedback to direct reports, and identifying areas for development as they arise.<\/span><\/li>\n<\/ul>\n<h3><span style=\"font-weight: 400;\">Business strategy<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">RAD managers need to understand our company strategy and demonstrate strong commercial thinking. They help connect the dots between our customers, our products, and our business outcomes, and they help shape company strategy and commercial success with insights and evidence. <\/span><\/p>\n<p><em><span style=\"font-weight: 400;\">Specific competencies:<\/span><\/em><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Understanding our company strategy and how it relates to their area of responsibility, and advocating for ways to directly influence our commercial success through research and data science.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Understanding the commercial levers of our business, evolving how we measure product performance, and helping to spot new opportunities for improving business performance.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Understanding the competitor landscape and industry trends for their area and coaching their team in these skills.\u00a0<\/span><\/li>\n<\/ul>\n<h3><span style=\"font-weight: 400;\">Product strategy<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Shape compelling product strategy based on insights, evidence, and outcomes.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Specific competencies:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Building and evangelizing deep customer insight and understanding, and looking for opportunities to bring our R&amp;D teams closer to our customers.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Understanding what successful strategy looks like and contributing to it with feedback and expertise.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Spotting opportunities to improve processes and coach their teams.<\/span><\/li>\n<\/ul>\n<blockquote class=\"pullquote-style-two\"><p>\u201cFrom the moment people join Intercom, we demonstrate what great looks like through clearly established standards\u201d<\/p><\/blockquote>\n<h3><span style=\"font-weight: 400;\">Execution and impact<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Support teams in delivering great data science and research work that drives tangible impact for our products, business, and customers. <\/span><\/p>\n<p><em><span style=\"font-weight: 400;\">Specific competencies:<\/span><\/em><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Contributing functional knowledge, deep domain experience, and broad industry knowledge.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Understanding our R&amp;D principles and process and how they feed into our overall product strategy. The influence of senior managers should be felt far beyond their own team or function.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Defining impactful goals and continuously improving team planning and prioritization processes.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Guiding executional work: Facilitating the delivery of high-quality work, offering constructive feedback, and ensuring that the team\u2019s work is shared with the rest of the company.\u00a0<\/span><\/li>\n<\/ul>\n<h2 id=\"clear-expectations-maximize-growth-and-impact\"><span style=\"font-weight: 400;\">Clear expectations maximize growth and impact<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">At Intercom, we hire talented, ambitious, and driven people who strive for excellence. We lay out our expectations clearly to help them deliver impact, do the best work of their careers, and develop in incredible ways. From the moment they join us, we demonstrate what great looks like through clearly established standards.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Team RAD is still in its early stages, and there\u2019s a lot of room to shape the kind of team we become and the impact we have. Would you like to work as part of a team that\u2019s essential to Intercom\u2019s exciting future? We\u2019re hiring \u2013 check out Team RAD\u2019s open roles <\/span><a href=\"https:\/\/www.intercom.com\/blog\/careers-research-analytics-data-science\"><span style=\"font-weight: 400;\">here<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n\n","protected":false},"excerpt":{"rendered":"<p>We hire talented, ambitious, and driven people who strive for excellence. From the moment they join us, we demonstrate what great looks like through clearly established standards, and help them deliver impact, do the best work of their careers, and develop in incredible ways. <\/p>\n","protected":false},"author":221,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[5],"tags":[4115,24971,144],"coauthors":[487],"class_list":["post-27778","post","type-post","status-publish","format-standard","hentry","category-product-and-design","tag-career","tag-data-science","tag-research"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Clear career paths for high-performing Data Science and Research teams<\/title>\n<meta name=\"description\" content=\"From the moment researchers and data scientists 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