Sr User Researcher

Sinch

1d • Remote

About The Position

Sinch Email (Mailgun) is seeking a Senior User Researcher to broaden and scale
our understanding of the customers who rely on our platform. This role sits at
the intersection of product strategy, user research, and cross functional
collaboration, partnering with Product Management, Design, Engineering, and
stakeholders across the organization to ensure product decisions are informed by
meaningful customer insight.

In this role you will lead research that explores how developers and product
teams use Mailgun, the challenges they face, and where opportunities exist to
improve the platform and shape its future direction. This includes designing and
conducting research that reveals customer needs, workflows, and unmet
opportunities, then synthesizing those insights into narratives and artifacts
that help teams understand user behavior and guide roadmap and product
decisions.

Beyond individual studies, this researcher will act as a strategic partner to
product teams by identifying opportunity areas, informing planning cycles, and
strengthening how customer insight is incorporated into decision making. Over
time this role will champion the value of research across the organization and
contribute to a growing culture of evidence informed product development.

Requirements

• Significant experience as a Senior User Researcher or similar role working on complex SaaS or developer-focused products
• Strong experience planning and leading end-to-end research studies using a range of qualitative and quantitative approaches
• Demonstrated ability to synthesize qualitative and quantitative signals into clear insights that inform product strategy and roadmap decisions
• Experience working closely with Product Managers, Designers, and Engineers in cross-functional product teams
• Strong storytelling and communication skills with the ability to translate research findings into clear narratives and actionable recommendations
• Experience creating artifacts such as journey maps, service blueprints, and research syntheses that help teams understand customer behavior and needs
• Ability to operate independently in ambiguous problem spaces and proactively define research direction and opportunity areas
• Familiarity with modern research tools and remote research platforms

Nice To Haves

• Experience working with developer tools, APIs, messaging platforms, or technical SaaS products is a plus

Responsibilities

• Lead research initiatives that uncover customer needs, workflows, and opportunity spaces across the Mailgun platform and help shape product direction
• Design and run research studies that reveal how developers and product teams interact with our tools and where improvements are possible
• Partner closely with Product Managers, Designers, Engineers, and stakeholders across the organization to frame research questions and bring the customer perspective into planning and strategy discussions
• Synthesize research findings into clear insights, opportunity areas, and narratives that inform roadmap direction, product strategy, and innovation opportunities
• Create artifacts such as journey maps, service blueprints, behavioral frameworks, and synthesis reports that help teams understand end to end customer experiences
• Contribute to product planning cycles by providing research insights that inform OKRs, roadmap priorities, and long term product direction
• Support designers and product teams in developing research skills by helping frame studies, reviewing research plans, and sharing practices that strengthen research capability across the organization
• Establish and maintain a research roadmap aligned to strategic priorities and manage supporting research operations such as participant recruitment, tooling, and budget where applicable
• Communicate research findings through presentations, documentation, and storytelling that help teams understand customer needs and act on insights

Benefits

• STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.
• CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.
• SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.
• TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
• PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.
• WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you are the most productive and successful. It is what you do, not where you work, that matters.
• MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees