Business Intelligence Analyst – Member Experience & Operations

Fetch

5h•$70,000 - $75,000•Hybrid

About The Position

Fetch is looking for a Business Intelligence Analyst to join their Operational Analytics team, supporting Member Experience and internal operations reporting. In this role, the analyst will build and maintain dashboards, models, and ad hoc analyses that help leadership understand how members experience their products and how operations teams are performing. The analyst will work closely with the AVP/VP of Operational Analytics and partner teams across the business to turn data into clear, actionable insight. This role is open to remote candidates across the U.S., with a preference for those local to New York City and open to a hybrid schedule of 1–2 days per week.

Requirements

1–3 years of experience in a business intelligence, data analytics, or reporting role
Proficiency in SQL for querying and manipulating data
Experience building dashboards/reports in a BI tool such as Tableau or Power BI
Strong Excel skills
Solid grounding in basic statistics and ability to translate data into a clear narrative
Excellent written and verbal communication skills

Nice To Haves

Experience in the insurance industry or with claims/operations data
Familiarity with forecasting/workforce/staffing models
Experience designing and analyzing A/B tests and other controlled experiments
Bachelor's degree in a quantitative field (e.g., statistics, economics, data science) or equivalent experience

Responsibilities

Own and maintain Member Experience Analytics reporting, including dashboards tracking member satisfaction, engagement, and journey metrics (NPS/CSAT, contact rate, first-contact resolution, handle time, service level, retention/churn, email engagement)
Build and maintain Ops Staff Models: forecasting and capacity models (volume forecasts, staffing requirements) for member service and claims teams
Field and deliver ad hoc analytics requests from cross-functional partners
Partner with stakeholders to translate business questions into clear analytical approaches and deliverables
Identify opportunities to streamline recurring reporting and improve data quality and turnaround time
Leverage AI tools (e.g. Claude, Gemini, Copilot) for work acceleration and automation
Present findings and recommendations to non-technical audiences, including leadership

Benefits

Comprehensive Medical, dental, and vision plan for you and your family
Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) are available
Highly competitive 401(k) matching
Generous 20-day PTO Policy, with rollover options. Earn an additional day of PTO each year on your anniversary with Fetch, for a maximum of 30 days
Paid company (9) holidays, including (1) floating holiday
Fetch Pet Insurance discount - up to 50% off, up to $1,000 savings/year
Educational Assistance Program
Fetch Discount Perks Program
Volunteering - earn up to 8 hours per calendar year at nonprofit organizations
Employee Referral Incentive
Tuition Assistance
Commuter Benefits
Employee Assistance Program (EAP)