Senior Customer Insights Researcher

The Product Design and Research Team
Imagine stepping into an industry as old as insurance and redefining how it works from the ground up. That’s what we do at Federato—design software that feels like a secret weapon for underwriters.  Our team of designers and researchers tackle intricate, high-stakes problems with a blend of speed and craft. Armed with AI, we’re not just modernizing insurance; we’re making a lasting mark on an industry that directly shapes people’s lives.

Role Overview

As our first Customer Insights Researcher, you'll transform how Federato captures and acts on customer feedback, reporting to the Research Manager. You'll build our customer insights program from scratch—establishing the systems, taxonomies, and workflows that turn scattered feedback from support, sales, and research into strategic product intelligence.

You'll work hands-on from day one: synthesizing patterns across customer touchpoints, creating insight repositories that serve the entire organization, and partnering with Product and Design to ensure user needs directly influence what we build. Your work will close the feedback loop—showing customers their voices shape our product while giving teams the insights they need to make smarter decisions.

What You’ll Be Doing:

• Establish and manage a centralized customer insights program that captures feedback across customer touchpoints (e.g., support tickets, sales calls, community forums, and product analytics)
• Transform qualitative feedback into actionable insights by identifying patterns, synthesizing themes, and translating user pain points into opportunity areas for the product and design teams
• Build and maintain feedback infrastructure including tagging taxonomies, insight repositories, and dashboards that make customer sentiment accessible to cross-functional stakeholders
• Partner closely with Product, Design, Engineering, Sales, and Customer Success teams to ensure customer insights directly influence roadmap prioritization and feature development
• Conduct ongoing sentiment analysis and trend reporting to track how user perception evolves over time and measure the impact of product changes
• Drive continuous improvement of feedback loops by optimizing how we collect, process, and act on customer input
• Ensure customers see their impact by creating mechanisms to report back on how feedback shaped product evolution

• You've spent 4+ years building customer understanding in fast-paced environments — whether in customer insights, UX research, or CX roles at B2B SaaS or fintech companies where understanding users deeply matters
• You've built feedback systems from scratch or transformed broken ones into strategic assets — creating taxonomies, insight repositories, or scalable workflows that turn messy qualitative data into accessible intelligence
• You're an expert at finding signal in noise — skilled at processing hundreds of support tickets and call transcripts to surface the patterns that actually matter
• You're a natural systems thinker — you see how feedback flows through an organization and know how to design processes that scale without breaking
• You communicate insights that change minds — your narratives bring customer voices to life in a way that makes stakeholders say "we need to act on this"
• You're proactive and self-directed — you don't wait for someone to tell you what's important; you actively hunt for patterns and surface findings before they're requested
• You're impact-obsessed — you measure success by whether your insights drive action, not by how many reports you've written
• You can work across the entire organization — equally comfortable partnering with Product on roadmap decisions, with Customer Success on user sentiment, and with Engineering on technical constraints
• You're organized and detail-oriented — your documentation becomes the resource others reference, and your insight repositories actually get used

Bonus points if:

• You've worked with research operations or ResearchOps teams
• You have experience in complex B2B domains where user needs are nuanced
• You've built "closing the loop" programs that show customers how their feedback shaped products

Base Salary Range: $125K - $155K
Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above. Total compensation package does include stock options, bonus, benefits and additional perks. 

Succeeding at Federato
Your capabilities will always be important, but feeling at home here is quintessential to your success. We move fast, are eager to listen to our users, take a first principles approach to solving problems, and value learning and the ability to change our minds. Most importantly, we're here to have fun. Our ability to make a difference starts with our people. We would love to work with you! 

You’ll thrive here if…

• You see yourself as a leader, and are comfortable giving and taking feedback. 
• You know how to tackle ambiguity through structure and collaboration
• You’re highly organized and self-sufficient, with the ability to work autonomously
• You know how to switch to the right role, or the right fidelity, for the task at hand