About Fetch

At Fetch, we help pets live their happiest, healthiest lives by offering modern, comprehensive pet insurance and wellness support. Backed by Warburg Pincus and supported by a passionate team across the U.S. and Canada, Fetch provides 475,000+ pet parents with peace of mind and valuable perks. We're on a mission to lead the pet wellness revolution—and it all starts with experience.

POSITION SUMMARY

Fetch is seeking a transformational SVP, Member Experience to architect and lead a bold, data-informed, tech-enabled, customer-obsessed experience strategy. This is a rare opportunity for a seasoned leader—someone who’s helped scale a larger enterprise and is now looking to step into a Private Equity-backed growth environment with more impact, title elevation, and equity participation.

The ideal candidate has deep roots in Digital and D2C, with hands-on experience in product, data, and cross-functional collaboration. You’ve lived through complexity—transforming fragmented or outdated systems into modern, scalable operations. You understand what great looks like—and how to build it.

You’ll lead the Member Experience, VOC (Voice of the Customer), CX Analytics, and Experience Design efforts, while working closely with Marketing, Digital Product, Service, Claims, and Technology to create a seamless, differentiated journey that delights and retains our members.

KEY RESPONSIBILITIES

Strategic Leadership

• Design and execute the end-to-end experience strategy for Fetch, aligned with growth objectives and customer needs.
• Serve as a key voice on the executive team, bringing a modern, data-rich, digital-first perspective.
• Lead cross-functional efforts to ensure consistent brand, service, and digital alignment across all member touchpoints.

Digital & Experience Innovation

• Drive the integration of marketing, service, and product into a cohesive customer journey.
• Partner with the Digital Product and Technology teams to design and implement technology that reduces friction and elevates self-service experiences.
• Lead initiatives to modernize core systems, improve claim/service workflows, and digitize customer interactions.

Data & Customer Insights

• Build and operationalize a world-class Voice of Customer (VOC) and feedback system that spans NPS, CSAT, sentiment, and behavioral insights.
• Champion segmentation and personalization by partnering with BI, analytics, and Service teams to translate customer data into actionable strategies.
• Use data to track experience KPIs and ROI across the lifecycle, retention, and loyalty efforts.

Transformation & Change Leadership

• Serve as a change agent within Fetch, helping the organization evolve from early-stage systems to scalable, customer-centric operations.
• Lead process redesign, cultural evolution, and experience governance that supports Fetch’s rapid growth goals.

Team Leadership & Development

• Lead and grow a high-performing experience organization across service, digital journey, VOC, and analytics.
• Foster a culture of agility, accountability, innovation, and empathy.

REQUIREMENTS

Professional Experience

• 12+ years of progressive leadership in member/customer experience, digital strategy, VOC, or related roles.
• Experience in a large or enterprise environment, with a strong desire to bring that expertise into a smaller PE-backed company in exchange for impact, equity, and elevated ownership.
• Digital-native/D2C background, ideally having worked closely with Digital Product, UX, or eCommerce teams.
• Demonstrated success in leading transformation or change management efforts—modernizing broken or fragmented customer experiences.
• Proven track record of using data, segmentation, and BI to drive decision-making and personalization.
• Experience collaborating across Marketing, Product, IT, and Service teams to achieve shared KPIs.
• Insurance, healthtech, fintech, or other regulated industry experience is a strong plus.

Skills & Traits

• Strategic thinker with exceptional executional discipline.
• Analytical and data-obsessed; fluent in customer segmentation, lifecycle analytics, and feedback loops.
• Strong understanding of digital platforms, customer service technologies, and CRM ecosystems.
• Empathetic leader with outstanding communication skills and the ability to influence at every level.
• Entrepreneurial spirit, ready to thrive in a dynamic, high-growth environment with PE backing.

Why Join Fetch?

• Equity & Ownership: Join at a transformative stage and share in the value you help create.
• Purpose-Driven Mission: Help pets live better lives—and give pet parents peace of mind.
• Flexibility & Culture: Remote-first with monthly collaboration in NYC, where pets are always welcome.
• Growth & Impact: Be part of a leadership team defining the future of pet wellness