Senior Customer Experience Insights Analyst

Senior Customer Experience Insights Analyst Remote

Operations

Remote

Full-time

What we’re building and why we’re building it.

Fetch helps people live rewarded every day, with a vision to become the rewards destination for everyone. We turn everyday activities into meaningful rewards, whether it’s grocery shopping, grabbing a quick meal, or playing a favorite mobile game. To date, we’ve awarded more than $1 billion in Fetch Points to our users.

Each day, more than 13 million receipts are submitted on Fetch, providing visibility into over $212 billion in gross merchandise value. This creates the largest retail-agnostic, SKU-level view of household spending, powering Fetch as an outcomes-based advertising platform that helps brands acquire and retain lifelong consumers.

The Fetch app is available on the App Store and Google Play, with more than 6 million five-star reviews from a highly engaged and loyal user base.

It’s not just our users who believe in Fetch: with investments from Softbank, ICONIQ, DST, Greycroft, and partnerships ranging from challenger brands to Fortune 500 companies, Fetch is reshaping how brands and consumers connect in the marketplace. When you work at Fetch, you play a vital role in a platform that drives brand loyalty and creates lifelong consumers with the power of Fetch points. User and partner success are at the heart of everything we do, and we extend that same commitment to our employees.

At Fetch, we value curiosity, adaptability, and the confidence to explore new tools, especially AI, to drive smarter, faster work. You don’t need to be an expert, but you should be ready to learn quickly and think critically. We welcome learners who move fast, challenge the status quo, and shape what’s next, with us. Ranked as one of America’s Best Startup Employers by Forbes for two years in a row, Fetch fosters a people-first culture rooted in trust, accountability, and innovation. We encourage our employees to challenge ideas, think bigger, and always bring the fun to Fetch.

About the Role:

User Support is one of the richest sources of user intelligence at Fetch. Every chat, ticket, survey response, and app review reveals how users experience the Fetch app, where friction exists, and where we can make it easier for users to get value from Fetch.

As a Senior Customer Experience Insights Analyst, you will operationalize the Voice of the Customer by combining qualitative feedback with behavioral, operational, and experience data. You will independently identify recurring user pain points, investigate their root causes, quantify their impact, and translate the evidence into clear recommendations for improving how users discover offers, submit receipts, earn points, shop, play games, redeem rewards, and get help in the Fetch app.

Anchored within Support Operations, you will partner with Product, Engineering, Growth Marketing, Data, and Support leaders to ensure user evidence informs prioritization and decision-making. This role owns the customer evidence, insights, recommendations, and measurement framework while partnering with the teams responsible for solution design and implementation.

This is a highly cross-functional role that combines customer advocacy, customer experience analytics, continuous improvement, and storytelling. Success requires strong analytical judgment, exceptional communication, a genuine passion for representing Fetch users, and the ability to influence decisions without direct authority.

This is a full-time role that can be held from one of our US offices or remotely in the United States.

Role Responsibilities:

• Analyze structured and unstructured user feedback across Support interactions, CSAT surveys, app reviews, customer research, and other listening channels to identify emerging trends and systemic pain points.
• Combine user feedback with product, behavioral, and operational data to investigate root causes and explain where and why the Fetch experience breaks down.
• Quantify the frequency, severity, and business impact of user friction across core Fetch experiences.
• Map end-to-end user journeys to identify experience gaps, recurring points of confusion, and opportunities to reduce user effort.
• Translate complex customer signals into clear, evidence-based recommendations for product and in-app experience improvements, Support process changes, and policy decisions.
• Define hypotheses, data requirements, customer experience KPIs, and measurement approaches that help teams evaluate user and business outcomes.
• Develop dashboards, recurring management reporting, and reusable analytical assets that give leaders visibility into customer experience performance and emerging risks, supported by documented metric definitions, quality checks, and a centralized knowledge base of user learnings.
• Present executive-ready recommendations supported by both quantitative evidence and real Fetch user stories.
• Partner with Product, Engineering, Growth Marketing, Data, and Support leaders to bring customer evidence into discovery, planning, rollout, and post-launch evaluation.
• Support the rollout of customer experience initiatives by surfacing experience risks, sharing relevant user insights, and monitoring early feedback and performance.
• Measure whether changes improve user sentiment, usability, satisfaction, loyalty, product adoption, customer effort, and Support demand.

What We’re Looking For

• Three or more years of experience in Customer Experience, Customer Insights, Product Analytics, Operations Analytics, Support Operations, Product Operations, Consulting, or a related field.
• Experience independently combining quantitative data and qualitative feedback to identify trends, investigate root causes, and turn user pain points into actionable recommendations.
• Strong proficiency in SQL and experience working with business intelligence or visualization tools to analyze large, complex datasets.
• Experience analyzing Support interactions, survey feedback, app reviews, customer research, or other unstructured feedback at scale.
• Strong analytical judgment, including the ability to distinguish established findings from hypotheses and clearly communicate assumptions, limitations, and data quality concerns.
• Exceptional written, verbal, presentation, and storytelling skills, with the ability to tailor insights for technical, operational, product, and executive audiences.
• Experience building authentic cross-functional relationships and influencing prioritization and decisions without direct authority.
• The ability to independently structure ambiguous customer experience questions, define an analytical approach, and move from data to insight to recommendation.
• Experience using AI and automation to improve the speed, consistency, quality, and scalability of customer feedback analysis.
• A genuine passion for representing Fetch users and improving their experience.

What Success Looks Like

Success in this role is measured by the quality, credibility, and adoption of the customer insights you provide; the experience improvements those insights help inform; and the measurable reduction in user friction, effort, and Support demand. You will help ensure every user interaction becomes trusted, actionable intelligence that strengthens the Fetch app and the overall rewards experience.

Compensation: At Fetch, we offer competitive compensation packages including base, equity, and benefits to the exceptional folks we hire. The base salary range for this position is $102,000-$120,000. Discover our benefits and how our employees live rewarded at https://fetch.com/careers.

At Fetch, we'll give you the tools to feel healthy, happy and secure through:

• Equity: We offer full-time employees equity in Fetch, so that everyone can benefit from Fetch’s growth.
• 401k Match: Dollar-for-dollar match up to 4%.
• Benefits for humans and pets: We offer comprehensive medical, dental and vision plans for everyone including your pets.
• Continuing Education: Fetch provides ten thousand per year in education reimbursement.
• Employee Resource Groups: Take part in employee-led groups that are centered around fostering a diverse and inclusive workplace through events, dialogue and advocacy. The ERGs participate in our Inclusion Council with members of executive leadership.
• Paid Time Off: On top of our flexible PTO, Fetch observes 9 paid holidays, as well as our year-end week-long break.
• Robust Leave Policies: 20 weeks of paid parental leave for primary caregivers, 14 weeks for secondary caregivers, and a flexible return to work schedule.
• Calvin Care Cash: Employees who are welcoming new family members will also receive a one time $2,000 incentive to assist employees with covering the cost of childcare, clothing, diapers and much more!
• Flexible Work Environment: Collaborate with your team in one of our stunning offices, or you can work fully remotely from anywhere in the US. We’ll ensure you are equally equipped with the hardware and software you need to get your job done in the comfort of your home. (applicable for most roles)

Fetch is an equal opportunity employer that embraces diversity, inclusion, and respect for all individuals. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, age, national origin, marital status, veteran status, disability, or any other characteristic protected by applicable law. Our commitment to inclusivity ensures that everyone is treated with dignity and has the opportunity to succeed based on their talent, skills, and potential.

Fetch also provides reasonable accommodations to qualified individuals with disabilities or those with sincerely held religious beliefs, as required by law. If you need assistance with the application process or require an accommodation, please contact us at [email protected].

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Req ID: R8364