Sr User Researcher
Sinch

ABOUT SINCH

Sinch is pioneering the way the world communicates. More than 150,000 businesses - including Google, Uber, Paypal , Visa, Tinder, and many others - rely on Sinch's Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email.

Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey.

At Sinch we "Dream Big", "Win Together", "Keep it simple", and "Make it Happen". These values are our foundation!

DESCRIPTION

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.

Your Impact & 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

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

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

This is a remote opportunity, but candidates must reside near one of our hub locations for occasional collaboration: Atlanta, GA; Chicago, IL; San Antonio, TX; Denver, CO

OUR HIRING PROCESS

We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel.

We believe in a two-way process and encourage you to ask questions throughout the journey. If this role isn't what you're looking for, please explore the other opportunities listed on our career page: https://www.sinch.com/careers/ . No matter who you are, we hope you find an exciting path forward - hopefully with us!

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.

The annual starting salary for this position is between $123,000 - $154,000. Factors which may affect starting pay within this range may include geography/ market , skills, education, experience, and other qualifications. This role will be accepting applications until April 14, 2026 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.

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