Federato is looking to transform how customer feedback is captured and utilized to drive product development and improve customer satisfaction within the insurance industry.
Requirements
- 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 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've worked with research operations or ResearchOps teams
- You have experience in complex B2B domains where user needs are nuanced
Responsibilities
- 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
- 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
Other
- reporting to the Research Manager
- 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're organized and detail-oriented — your documentation becomes the resource others reference, and your insight repositories actually get used
