Job Description

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.