Fetch Pet Insurance, a tech-enabled pet wellness company, has consistently been an innovative leader in the pet insurance industry, offering the most extensive and all-inclusive pet insurance and health advice. 

Put simply, Fetch makes vet bills affordable. We offer a comprehensive product with no restrictions based on breed, age, or size. We believe in helping pets get through their bad days, but also focus on extending the good days. How do we do that? – through a wide portfolio of products + offerings, which include Fetch Health Forecast, our pet health and lifestyle blog, The Dig, and our partnerships with Project Street Vet and animal no-kill shelters across North America.

At Fetch, you are a part of that innovation. We value transparency among our coworkers and always have an open line of communication. Ask anyone who works here, and it is an all-hands-on-deck, cross-functional, collaborative effort, where you can interact with brilliant, creative, like-minded individuals with an equally immense passion for pets.

Job Summary:

We seek a data-driven and customer-centric Consumer Insights Analyst to join our team. This role will be responsible for measuring, analyzing, and reporting on key customer experience metrics, including Customer Satisfaction (CSAT), Net Promoter Score (NPS), and ad hoc surveys.

Key Responsibilities:

• Lead the end-to-end CSAT and NPS measurement process, including survey design, deployment, data collection, analysis, and reporting.
• Design and execute ad hoc customer surveys to gather feedback on specific initiatives, products, or customer journey touchpoints.
• Analyze and interpret customer feedback data, identifying trends, patterns, and opportunities to improve customer experience.
• Collaborate cross-functionally with product, marketing, customer experience, and business intelligence teams to align on feedback and share insights.
• Develop reports and presentations to clearly communicate findings to stakeholders and leadership.
• Manage survey platforms and tools (Intercom and Survey Monkey).
• Ensure data quality, integrity, and consistency across all insight-gathering efforts.
• Stay current on best practices and emerging trends in customer insights, experience measurement, and voice of customer (VoC) programs.

Skills:

• 5+ years of experience in consumer insights, D2C, and B2B high-growth brands
• Bachelor’s Degree
• Proven track record driving end-to-end CSAT and NPS measurement and data analysis 
• Collaborative and team-oriented mindset, with the ability to work effectively with cross-functional teams and stakeholders
• Understanding of SurveyMonkey, Google Suite, and Intercom
• Ability to work remotely or in a hybrid team environment

—ABOUT FETCH—

Fetch is a high-growth, Warburg-Pincus portfolio company. We are a passionate group of 300+ employees and partners across the U.S. and Canada dedicated to helping pets live their best lives. We have two offices (New York City, NY, and Winnipeg, Canada), and we currently provide security to over 475,000 pet parents. 

We don’t just accept differences — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. We are proud to be an equal-opportunity employer. We recruit, hire, pay, grow, and promote no matter of gender, race, color, sexual orientation, religion, age, protected veteran status, physical and mental abilities, or any other identities protected by law.