Sr User Researcher

Role Overview

Sinch Email (Mailgun) is hiring a Senior User Researcher to expand and scale understanding of the customers who rely on the Mailgun platform. The role sits at the intersection of product strategy, user research, and cross-functional collaboration, partnering with Product, Design, Engineering, and other stakeholders.

Responsibilities

• Lead research initiatives to uncover customer needs, workflows, and opportunity spaces across the Mailgun platform and help shape product direction.
• Design and run research studies on how developers and product teams use Mailgun and where improvements are possible.
• Partner with Product Managers, Designers, Engineers, and stakeholders to define research questions and bring the customer perspective into planning and strategy.
• Synthesize findings into clear insights, narratives, and opportunity areas that inform roadmap and product strategy.
• Create research artifacts such as:
  • Journey maps
  • Service blueprints
  • Behavioral frameworks
  • Synthesis reports
• Provide research insights that inform OKRs, roadmap priorities, and long-term product direction.
• Support teams in strengthening research capability by helping frame studies, reviewing plans, and sharing best practices.
• Build and maintain a research roadmap aligned to strategic priorities, and manage research operations (e.g., participant recruitment, tooling, budget where applicable).
• Communicate results through presentations, documentation, and storytelling that drive action.

Requirements

• Significant experience as a Senior User Researcher (or similar) on complex SaaS or developer-focused products.
• Strong ability to plan and lead end-to-end research studies using a mix of qualitative and quantitative methods.
• Demonstrated ability to synthesize qualitative and quantitative signals into insights that influence product strategy and roadmap.
• Experience working closely with Product Managers, Designers, and Engineers in cross-functional product teams.
• Strong communication and storytelling skills.

Nice-to-Haves

• Not explicitly stated.