Sr User Researcher

📍 Job Overview

Job Title: Sr User Researcher

Company: Sinch

Location: United States

Job Type: Full time

Category: User Research / Product Insights

Date Posted: 2026-04-07

Experience Level: Senior Level (5-10 years)

Remote Status: Remote OK (with occasional hub visits)

🚀 Role Summary

• Lead comprehensive user research initiatives to deeply understand customer needs, workflows, and identify opportunity spaces within the Mailgun platform.

• Drive product strategy and roadmap decisions by synthesizing qualitative and quantitative research findings into actionable insights and compelling narratives.

• Act as a strategic partner to Product Management, Design, and Engineering teams, ensuring customer perspectives are integrated into all stages of product development.

• Champion the value of user research and evidence-informed product development across the organization, fostering a culture of customer centricity.

• Manage research operations, including participant recruitment, tooling, and budget, to ensure efficient and effective study execution.

📝 Enhancement Note: The role is specifically focused on the Mailgun platform, indicating a need for understanding developer tools, APIs, and SaaS products. The emphasis on "broaden and scale" suggests a need for strategic thinking and process improvement within the research function.

📈 Primary Responsibilities

• Design, plan, and execute end-to-end research studies using a diverse range of qualitative and quantitative methodologies to uncover user needs, behaviors, and pain points.

• Conduct research that explores how developers and product teams interact with Mailgun, identifying challenges and opportunities for platform improvement and future direction.

• Collaborate closely with Product Managers, Designers, Engineers, and other stakeholders to frame research questions, define study objectives, and ensure alignment with business goals.

• Synthesize complex research data into clear, compelling insights, opportunity areas, and narratives that inform product strategy, roadmap prioritization, and OKR setting.

• Create impactful artifacts such as journey maps, service blueprints, behavioral frameworks, and synthesis reports to communicate research findings and foster a shared understanding of the customer.

• Support and mentor designers and product teams in developing their own research skills, offering guidance on study design, execution, and analysis.

• Establish and maintain a research roadmap that aligns with strategic business priorities, ensuring research efforts are focused and impactful.

• Proactively identify areas for research and opportunity discovery, operating with autonomy in ambiguous problem spaces.

• Communicate research insights effectively through presentations, documentation, and compelling storytelling to drive informed decision-making and product innovation.

• Manage research operations, including participant recruitment, selection, and retention, as well as overseeing research tools and budgets.

📝 Enhancement Note: The responsibilities highlight a need for both hands-on research execution and strategic influence. The emphasis on "strengthening research capability across the organization" suggests a mentorship and enablement component to the role.

🎓 Skills & Qualifications

Education:

Experience:

• Minimum of 5-10 years of progressive experience as a User Researcher or in a similar role, with a strong focus on complex SaaS or developer-focused products.

Required Skills:

• User Research Methodologies: Deep expertise in designing and conducting a wide array of qualitative research methods (e.g., user interviews, usability testing, contextual inquiry, diary studies) and quantitative methods (e.g., surveys, analytics review, A/B testing analysis).

• Data Synthesis & Insight Generation: Demonstrated ability to synthesize qualitative and quantitative data into clear, actionable insights and compelling narratives.

• Product Strategy & Roadmapping: Experience translating research findings into strategic recommendations that inform product roadmaps, feature prioritization, and long-term product direction.

• Cross-functional Collaboration: Proven ability to partner effectively with Product Management, Design, Engineering, Marketing, and other stakeholders in a product development environment.

• Communication & Storytelling: Exceptional verbal, written, and presentation skills, with a talent for communicating complex research findings to diverse audiences in an engaging and persuasive manner.

• Artifact Creation: Proficiency in creating user-centric artifacts such as journey maps, service blueprints, personas, and behavioral frameworks.

• Research Operations: Experience managing research logistics, including participant recruitment, screening, scheduling, and managing research budgets and tools.

• Autonomy & Ambiguity: Ability to work independently, define research direction in ambiguous problem spaces, and proactively identify opportunities.

Preferred Skills:

• Experience working with developer tools, APIs, messaging platforms, or other technical SaaS products.

• Familiarity with modern research tools and remote research platforms (e.g., UserTesting.com, Maze, Qualtrics, Lookback, Miro).

• Experience in establishing and scaling research functions or processes within an organization.

• Understanding of agile development methodologies and how to integrate research within them.

📝 Enhancement Note: The "5-10 years" experience level implies a need for someone who can operate independently, mentor others, and contribute strategically, rather than just executing defined research tasks. The "developer-focused products" and "technical SaaS" preference is crucial for understanding the target user base of Mailgun.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 3-5 comprehensive research case studies demonstrating end-to-end ownership of research projects.

• Each case study should clearly articulate the research problem, the methodologies employed, the participant profile, key findings, and the direct impact of the research on product decisions or business outcomes.

• Highlight examples of research that informed product strategy, identified significant user needs, or led to measurable improvements in user experience or business metrics.

• Include examples of research artifacts created (e.g., journey maps, synthesis reports, personas) that effectively communicate insights to stakeholders.

Process Documentation:

• Provide examples of how you have documented research processes, including study plans, synthesis frameworks, and reporting templates.

• Showcase your ability to define and refine research methodologies to suit specific project needs and organizational contexts.

• Demonstrate how you have contributed to establishing or improving research operations, such as participant recruitment strategies or the adoption of new research tools.

• Include evidence of how you have effectively communicated research findings and recommendations to drive action and influence product direction.

📝 Enhancement Note: A strong portfolio is critical for this role, as it will be used to assess the candidate's ability to lead research, synthesize insights, and drive impact. Candidates should be prepared to walk through their portfolio and articulate the strategic thinking and execution behind each project.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Health & Wellness: Comprehensive market-competitive medical, dental, and vision plans. Access to telehealth services.

• Mental Health Support: Free virtual counseling resources through the global Employee Assistance Program.

• Financial Security: Roth and Pre-tax 401(k) options with an employer match for all participants.

• Work-Life Balance: Generous paid time off (PTO) program for rest and rejuvenation.

• Family Support: Paid parental leave and family planning support.

• Community Engagement: Paid time off to volunteer for a chosen program.

Working Hours:

• Standard full-time hours (approximately 40 hours per week). The role is remote, offering flexibility in how and where work is performed, with the understanding that occasional collaboration may require presence in a hub location.

📝 Enhancement Note: The salary range is provided in the job description. The benefits package is extensive, covering health, financial, and personal well-being, aligning with a senior-level role. The "work wherever" philosophy is emphasized, with specific hub locations mentioned for occasional collaboration.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology / SaaS (Cloud Communications)

Company Size: Large (Likely 1,000+ employees, given Sinch's global presence and acquisition of Mailgun)

Founded: Sinch was founded in 2008. Mailgun was founded in 2010 and acquired by Sinch in 2021.

Team Structure:

• This role is part of the Mailgun Email division within Sinch.

• The User Researcher will likely be embedded within or closely aligned with a product team, reporting to a research lead or a senior product/design leader.

• Expect close collaboration with Product Managers, UX Designers, and Engineering teams.

Methodology:

• Sinch emphasizes a culture of "Dream Big," "Win Together," "Keep it simple," and "Make it Happen."

• The product development approach is increasingly focused on "evidence-informed product development," highlighting the importance of user research.

• Collaboration is key, with a focus on cross-functional teamwork to achieve shared goals.

Company Website: https://www.sinch.com/

📝 Enhancement Note: Sinch is a global leader in cloud communications, and Mailgun is a prominent platform for email delivery and engagement. The company values are action-oriented and collaborative. The emphasis on "evidence-informed product development" directly supports the purpose of this role.

📈 Career & Growth Analysis

Operations Career Level: Senior Individual Contributor

Reporting Structure:

• While specific reporting lines are not detailed, this role will likely report to a Head of Product, Director of UX Research, or a similar senior leader within the Mailgun product organization.

Operations Impact:

• The Senior User Researcher will have a significant impact on Sinch's product strategy and roadmap by ensuring that product decisions are grounded in a deep understanding of developer and business user needs.

• By identifying unmet needs and opportunities, this role will directly contribute to the development of more effective, user-friendly, and market-leading products within the Mailgun suite.

Growth Opportunities:

• Leadership in Research: Potential to grow into a lead researcher role, manage a team of researchers, or specialize in specific research areas (e.g., generative research, quantitative analysis).

• Strategic Influence: Opportunity to shape product strategy and become a trusted advisor to senior leadership based on deep customer insights.

• Mentorship & Enablement: Develop skills in coaching and enabling other teams to conduct effective user research, fostering a company-wide research culture.

• Domain Expertise: Deepen expertise in the cloud communications and developer tools space, becoming a subject matter expert for Mailgun and Sinch.

• Organizational Impact: Contribute to the growth and success of a rapidly evolving global tech company.

📝 Enhancement Note: This role offers a clear path for impact and growth, particularly for someone looking to lead research initiatives and influence product direction within a significant SaaS product. The opportunity to "champion the value of research" is a key growth aspect.

🌐 Work Environment

Office Type: Remote-first with occasional hub visits.

Office Location(s): Candidates must reside near one of the specified hub locations for occasional collaboration: Atlanta, GA; Chicago, IL; San Antonio, TX; Denver, CO. This suggests a hybrid approach where remote work is the default, but in-person interaction is valued for specific team events or strategic sessions.

Workspace Context:

• Collaborative Culture: Sinch emphasizes "Win Together," suggesting a supportive and collaborative work environment. The role requires close partnership with Product, Design, and Engineering teams.

• Tools & Technology: Expect access to standard remote work tools, collaboration platforms (e.g., Slack, Teams, Jira, Confluence), and specialized user research tools (e.g., remote testing platforms, survey tools, synthesis software).

• Team Interaction: While remote, there will be structured opportunities for team interaction through virtual meetings, workshops, and potential in-person gatherings at hub locations.

Work Schedule:

• Primarily remote with the flexibility to manage one's schedule, adhering to general full-time working hours. Occasional travel or in-person collaboration at hub locations may be required.

📝 Enhancement Note: The "remote OK" status with specific hub requirements indicates a need for candidates who are comfortable with remote work but can also be present for key collaborative sessions. This hybrid approach aims to balance flexibility with team cohesion.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a recruiter screen to assess basic qualifications and cultural fit.

• Hiring Manager Interview: In-depth discussion about experience, research philosophy, and strategic thinking.

• Portfolio Review & Presentation: A critical stage where candidates present their research case studies, demonstrating their process, insights, and impact. This will likely involve presenting to key stakeholders from Product, Design, and potentially Engineering.

• Skills Assessment/Case Study: May include a research exercise or a hypothetical problem-solving scenario to evaluate research planning, methodology, and synthesis skills.

• Cross-functional Team Interviews: Interviews with Product Managers, Designers, and Engineers to assess collaboration and communication style.

• Final Interview: Potentially with a senior leader to discuss overall fit and strategic alignment.

Portfolio Review Tips:

• Focus on Impact: Clearly articulate the problem, your approach, the insights generated, and the tangible outcomes or influence of your research. Quantify impact where possible (e.g., "led to a X% increase in conversion," "informed a feature that reduced support tickets by Y%").

• Showcase Process: Detail your research planning, methodology selection, and how you adapted your approach based on project constraints or evolving needs.

• Highlight Collaboration: Emphasize how you worked with cross-functional teams, managed stakeholder expectations, and communicated findings effectively.

• Tell a Story: Structure your case studies as narratives that engage the audience and highlight your problem-solving skills.

• Tailor to Mailgun: If possible, draw parallels to developer tools, SaaS products, or complex B2B/B2C platforms.

• Be Ready for Questions: Anticipate questions about your decision-making process, challenges faced, and how you handle disagreements or differing opinions.

Challenge Preparation:

• Be prepared to discuss how you would approach a specific research challenge related to the Mailgun platform (e.g., understanding developer adoption of a new feature, identifying pain points in API integration).

• Practice articulating your research process clearly and concisely, outlining your proposed methods, expected deliverables, and how you would synthesize findings.

• Consider how you would communicate your findings to different stakeholders (e.g., executives, engineers, marketing).

📝 Enhancement Note: The portfolio review is a cornerstone of this hiring process. Candidates should select their strongest, most impactful projects and be able to articulate their role and the research's influence with clarity and confidence.

🛠 Tools & Technology Stack

Primary Research Tools:

• Remote Research Platforms: UserTesting.com, Maze, Lookback, UserZoom (for moderated and unmoderated usability testing, surveys).

• Survey Tools: Qualtrics, SurveyMonkey, Google Forms (for quantitative data collection and segmentation).

• Collaboration & Synthesis Tools: Miro, Mural (for collaborative whiteboarding, affinity mapping, journey mapping, service blueprints).

• Video Conferencing: Zoom, Google Meet, Microsoft Teams (for remote interviews and participant sessions).

• Data Analysis Tools: Spreadsheets (Excel, Google Sheets) for basic analysis; potentially statistical software (R, SPSS) or qualitative analysis software (Dovetail, NVivo) depending on complexity.

Product Development & Collaboration Tools:

• Project Management: Jira, Asana, Trello.

• Documentation: Confluence, Google Workspace, Notion.

• Design Tools (for collaboration/review): Figma, Sketch, Adobe XD.

• Communication: Slack, Microsoft Teams.

📝 Enhancement Note: While specific tools aren't listed, proficiency in a range of modern user research platforms and collaboration tools is essential for a senior remote researcher. Familiarity with tools used by product and design teams is also beneficial.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: Deeply understanding and advocating for the user is paramount. Research insights drive product decisions.

• Data-Driven Approach: Decisions are informed by both qualitative insights and quantitative data, emphasizing evidence-based product development.

• Collaboration & Teamwork: "Win Together" signifies a culture where cross-functional teams work cohesively towards shared goals.

• Simplicity & Efficiency: "Keep it simple" suggests a preference for clear, actionable insights and streamlined processes.

• Execution & Drive: "Make it Happen" reflects a proactive, results-oriented mindset.

Collaboration Style:

• Partnership: Works collaboratively with Product, Design, and Engineering to define research needs and integrate insights into their work.

• Enablement: Aims to elevate the research capabilities of product teams, acting as a coach and mentor.

• Communication: Open and transparent communication of research findings and recommendations, tailored to different audiences.

• Influence: Uses research insights to influence strategic direction and product roadmap decisions.

📝 Enhancement Note: The company values align well with the role of a user researcher, emphasizing customer focus, data-driven decisions, and collaborative execution. Candidates should demonstrate how they embody these values in their work.

⚡ Challenges & Growth Opportunities

Challenges:

• Ambiguity & Strategic Definition: Defining research direction in a complex, evolving SaaS product landscape and ensuring research efforts align with evolving business priorities.

• Scaling Research: As part of a growing organization, there may be a need to scale research processes, tools, and impact, potentially establishing new standards or approaches.

• Cross-functional Influence: Effectively influencing product roadmaps and strategic decisions across multiple teams, especially when research findings challenge existing assumptions or priorities.

• Balancing Depth and Breadth: Conducting deep, impactful research while also addressing a broad range of product areas and user needs within the Mailgun platform.

• Remote Collaboration: Maintaining strong working relationships and effective research execution in a distributed team environment.

Learning & Development Opportunities:

• Advanced Research Techniques: Opportunities to explore and implement cutting-edge research methodologies and tools.

• Strategic Impact: Growing influence on high-level product strategy and business objectives.

• Mentorship & Leadership: Developing skills in coaching, mentoring, and potentially leading a research function.

• Industry Expertise: Deepening knowledge of the cloud communications and developer tools market.

• Professional Development: Access to training, conferences, and resources to enhance research skills and industry knowledge.

📝 Enhancement Note: This role offers significant challenges and rewards for a researcher looking to make a strategic impact and grow their leadership capabilities. The opportunity to shape how research is done at Mailgun is a key aspect.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you identified a significant unmet user need that led to a major product change or innovation. What was your process, and what was the impact?"

• "How do you prioritize research requests when multiple teams have competing needs?"

• "Walk me through your process for developing a research roadmap for a product like Mailgun."

• "How do you ensure your research findings are understood and acted upon by product and engineering teams?"

Company & Culture Questions:

• "What excites you about Sinch and the Mailgun platform?"

• "How do you see your role contributing to our company values of 'Dream Big,' 'Win Together,' 'Keep it simple,' and 'Make it Happen'?"

• "How do you approach fostering a customer-centric culture within product teams?"

Portfolio Presentation Strategy:

• Select your strongest 2-3 case studies that best represent your end-to-end research capabilities, strategic thinking, and impact.

• Structure each case study:

  1. The Challenge/Opportunity: Clearly define the business or product problem.
  2. Your Role & Approach: Explain your specific responsibilities and the research methodologies you chose, justifying your choices.
  3. The Process: Detail how you conducted the research (recruitment, data collection, analysis).
  4. Key Insights & Findings: Present the most critical discoveries in a clear, digestible format.
  5. The Impact & Outcome: Explain how your research influenced product decisions, strategy, or business metrics. Quantify impact where possible.
  6. Learnings & Future Considerations: What did you learn, and what would you do differently next time?

• Prepare for deep dives: Be ready to answer detailed questions about your methodology, decision-making, and the nuances of each project.

• Visualize your work: Use slides that incorporate your research artifacts (e.g., screenshots of journey maps, key quotes, synthesized findings).

📝 Enhancement Note: Candidates should prepare to articulate their research process, decision-making, and impact with clarity and confidence. The portfolio presentation is a crucial opportunity to showcase strategic thinking and leadership potential.

📌 Application Steps

To apply for this Sr User Researcher position:

• Submit your application through the provided Oracle Cloud portal link.

• Tailor your resume to highlight experience with SaaS products, developer tools, and end-to-end user research methodologies, emphasizing senior-level responsibilities and impact.

• Curate your portfolio to showcase 2-3 of your most impactful research case studies, ensuring they clearly demonstrate your process, insights, and influence on product strategy.

• Prepare to present your portfolio confidently, articulating your role, methodology, findings, and the tangible outcomes of your research.

• Research Sinch and Mailgun: Understand their products, target audience (developers, businesses), and company values to tailor your responses and demonstrate genuine interest.

• Practice answering behavioral and situational questions that assess your research expertise, strategic thinking, and cross-functional collaboration skills.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.