Zipline is a well-funded and quickly growing SaaS company that works with many of the world’s top retailers across many industries. We have best-in-class NPS and CSAT scores, and our customers rave about us. Plus, we are a fully remote company with employees all over Canada, the United States and beyond!

We’re looking for a Senior User Researcher to join our design team and act as a central resource for research excellence across the company. You’ll play a key role in shaping how we understand our users, collaborate with teams, and help to scale research practices across the organisation. As a subject matter expert, you’ll help embed a culture of user-centred thinking and enable product teams to make evidence-based decisions.

Responsibilities

• Help lead the planning and execution of user research across diverse product areas and business needs.
  
  
• Identify appropriate research methods for different scenarios, balancing qualitative and quantitative approaches.
  
  
• Collaborate closely with cross-functional stakeholders, including product, design, engineering, and marketing, to align research goals with business priorities.
  
  
• Advocate for user needs throughout the product development lifecycle by synthesizing insights into clear, actionable recommendations, that everyone can access.
  
  
• Scale user research practices by developing frameworks, templates, and processes that empower other teams to conduct effective research.
  
  
• Provide coaching and training to designers, product managers, and other stakeholders to build internal research capability.
  
  
• Manage and maintain our research repository, ensuring insights are accessible, discoverable, and used effectively.
  
  
• Champion inclusive and ethical research practices.
  
  

Requirements

• 5+ years of experience in user research, preferably in fast-paced or high-growth environments.
  
  
• Proven ability to choose and apply a range of user research methods effectively depending on the context and timeframe.
  
  
• Strong stakeholder engagement and communication skills, with the ability to influence decision-making at all levels.
  
  
• Demonstrated experience scaling research practices across organisations and supporting non-researchers in conducting their own research.
  
  
• Hands-on experience with Dovetail or similar research repository tools.
  
  
• Comfortable operating independently as the go-to user research expert, while contributing as a member of the design team.
  
  
• Passion for continuous learning, collaboration, and sharing best practices.
  
  

Nice to Have

• Experience working in agile, cross-functional teams.
  
  
• Familiarity with service design or systems thinking.
  
  
• Background in training or mentoring others in research methodologies.

Compensation:

At Zipline, we're committed to paying our team fairly, transparently, and in a way that supports growth. This role has a minimum annual salary within Canada of $105,409 CAD and a maximum of $141,600 CAD. This role has a minimum annual salary in the USA of $128,400 and a maximum of $192,600 USD.

The broad salary ranges reflect the growth someone will experience in the role—from developing skills to reaching expertise within their career level. We’ve found that hiring team members with the expectation of being accomplished in the role sets them up for success, which for this position on the USA band means a starting salary of $144,450 USD. Within the Canadian band, $118,565 CAD. Salaries below this point typically reflect someone with potential but still building the necessary skills, while salaries above are for individuals already excelling in the role, with a deep understanding of Zipline’s impact on customers, product, and company.

At Zipline, you’ll continue to have career development conversations with your manager to ensure your compensation grows as you advance.

Our salary ranges are determined by market, factoring in our revenue and employee size, paying competitively at the 75th percentile. In higher cost of living markets, we apply 5-10% multipliers on our ranges, depending on the location, to maintain competitive compensation and reflective of the increased expenses our team members face in those areas. While we primarily hire in Canada and the USA, we are a global employer, and all hiring regions will use the same methodology to determine fair and transparent pay.

Transparency is key to building trust in our compensation process. To better understand how this range is determined, we encourage you to ask as many questions as you'd like about compensation during the interview process to ensure clarity and confidence.

What’s in it for you:

Remote-first culture: Join a high performing, fully remote team and work where you're comfortable

Stock Options: Get meaningful ownership in a fast-growing, venture-backed company shaping the future of retail.

Time Off: Our flexible time-off policy ensures you stay refreshed and recharged. Plus, you’ll get a monthly stipend to get you out of the house—grab a coffee and work from your favorite spot!

Benefits: World-class medical, dental, and vision policies.

Team Connection: Annual company off-sites in fun locations. We've done New York, Costa Rica, Whistler, Palm Springs, San Diego, and Mexico City.

Sabbatical: A one month paid sabbatical after completing five years of working at Zipline.

Volunteering: Every quarter, Zipliners get a paid day off to volunteer for a nonprofit of their choice.

Learning: We support continuous learning and provide unlimited access to our Udemy Business account

Great humans, great work: Work with kind, collaborative teammates who care about doing meaningful work and making a real impact. We value diversity of all kinds and are committed to building a diverse and inclusive workplace where we learn from each other. We are an equal opportunity employer and welcome people of all different backgrounds, experiences, abilities, and perspectives.

Want to learn more about how we work?

We may be remote, but we’re anything but disconnected. Zipline is a thriving, dynamic team spread across the globe—collaborating, innovating, and having a blast along the way.

Zipliners work from all over—vans, boats, Airbnbs, and everything in between. No office? No problem. Our culture still feels like one big hug.

Even though we’re distributed, we make space to connect—whether it’s our weekly all-company social or gathering in person at our yearly retreats. We’re building something meaningful together, and we’re glad you’re considering being a part of it.

We can’t wait to meet you!