Senior Customer Insights Researcher

Federato is on a mission to defend the right to efficient, equitable insurance for all. We enable insurers to provide affordable coverage to people and organizations facing the issues of today - the climate crisis, cyber-attacks, social inflation, etc. Our vision is understood and well funded by those behind Salesforce, Veeva, Zoom, Box, etc.

Federato is the only AI-native platform that spans the full policy lifecycle and changes the way insurance work gets done. Better decisioning is built-in, not bolted on: insurers' unique portfolio goals, strategies, rules, and appetite are part of the workflow so underwriters win the right deals, faster. From the moment a submission hits an underwriter’s inbox, AI is put to work, triaging submissions with a focus on high-appetite business, delivering real-time feedback on the portfolio, and consolidating workflows into a single proven system. Federato drives better business outcomes.

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

Who we hope you are

• 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
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