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Salary: USD 102,000 - 120,000 / annual
Fetch is a rewards platform that has distributed over $1 billion in Fetch Points to users and processes more than 13 million receipts daily, providing visibility into $212 billion in gross merchandise value. The company operates as an outcomes-based advertising platform connecting brands with consumers.
As 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 root causes, quantify impact, and translate evidence into clear recommendations for improving how users discover offers, submit receipts, earn points, shop, play games, redeem rewards, and access 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 customer evidence, insights, recommendations, and measurement frameworks while partnering with teams responsible for solution design and implementation.
Key responsibilities include:
- Analyze structured and unstructured user feedback across Support interactions, CSAT surveys, app reviews, and customer research 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 frequency, severity, and business impact of user friction across core Fetch experiences
- Map end-to-end user journeys to identify experience gaps and opportunities to reduce user effort
- Translate complex customer signals into evidence-based recommendations for product improvements, Support process changes, and policy decisions
- Define hypotheses, data requirements, customer experience KPIs, and measurement approaches
- Develop dashboards, recurring management reporting, and reusable analytical assets that give leaders visibility into customer experience performance
- Present executive-ready recommendations supported by quantitative evidence and real user stories
- Partner cross-functionally to bring customer evidence into discovery, planning, rollout, and post-launch evaluation
- Measure whether changes improve user sentiment, usability, satisfaction, loyalty, product adoption, and Support demand
This is a highly cross-functional role combining customer advocacy, customer experience analytics, continuous improvement, and storytelling. Success requires strong analytical judgment, exceptional communication, genuine passion for representing users, and ability to influence decisions without direct authority.
Requirements:
- Three or more years of experience in Customer Experience, Customer Insights, Product Analytics, Operations Analytics, Support Operations, Product Operations, Consulting, or 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 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 ability to distinguish established findings from hypotheses and clearly communicate assumptions, limitations, and data quality concerns
- Exceptional written, verbal, presentation, and storytelling skills, with 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
- Ability to independently structure ambiguous customer experience questions, define analytical approach, and move from data to insight to recommendation
- Experience using AI and automation to improve speed, consistency, quality, and scalability of customer feedback analysis
- Genuine passion for representing Fetch users and improving their experience
