Senior Customer Experience Insights Analyst

Fetch•Remote,

2d•$102,000 - $120,000•Remote

About The Position

User Support is a critical source of user intelligence at Fetch, providing insights into how users interact with the Fetch app, identify areas of friction, and discover opportunities for improvement. As a Senior Customer Experience Insights Analyst, you will operationalize the Voice of the Customer by integrating qualitative feedback with behavioral, operational, and experience data. Your role will involve independently identifying recurring user pain points, investigating their root causes, quantifying their impact, and translating this evidence into clear recommendations for enhancing various aspects of the Fetch app, including offer discovery, receipt submission, points earning, shopping, gaming, reward redemption, and customer support. Working within Support Operations, you will collaborate with leaders in Product, Engineering, Growth Marketing, Data, and Support to ensure user evidence influences prioritization and decision-making. This role is responsible for customer evidence, insights, recommendations, and the measurement framework, while partnering with teams focused on solution design and implementation. This is a highly cross-functional position that blends customer advocacy, customer experience analytics, continuous improvement, and storytelling. Success hinges on strong analytical judgment, exceptional communication skills, a deep commitment to representing Fetch users, and the ability to influence decisions without direct authority. This is a full-time position that can be based in one of our US offices or performed remotely within the United States.

Requirements

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.

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.