About Fetch

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 that does not have any restrictions based on breed, age, or size. We are believers 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, it is an all-hands-on-deck, cross-functional, collaborative effort, where you will be able to interact with brilliant, creative, like-minded individuals who have an equally immense passion for pets.

About the Role

Location: Remote / Hybrid (NYC Metro Area preferred) 

Fetch Pet Insurance is seeking a tech-savvy, insights-driven leader to take our Voice of Customer (VoC) program to the next level. As Director of VOC & Member Insights, you’ll build and scale a best-in-class VoC program that enables us to listen, learn, and act on what matters most to our members—improving satisfaction, reducing churn, and deepening loyalty.

This is a high-impact role at the intersection of data, design, and decision-making. You’ll lead the strategy and execution of our VOC platform, insights delivery, journey-based feedback systems, and member research initiatives. The ideal candidate is a strategic operator with deep CX analytics expertise, platform fluency, and a passion for turning insight into action.

While this role can be remote, we strongly prefer candidates located in or near the New York City metro area who can collaborate in person on an as-needed basis. That said, we’re open to superstar candidates within an easy flight of NYC who can make occasional travel work.

Key Responsibilities

1. VOC Program Strategy, Execution & Governance

• Own the end-to-end VOC ecosystem across Fetch, including survey design, platform management, journey-based triggers, and member feedback loop closure
• Optimize all surveys across the full member lifecycle; refining design, cadence, segmentation, delivery channel, and response rates
• Build and manage end-to-end customer journey maps and service blueprints, combining survey data, behavioral signals, and sentiment insights to guide experience improvements
• Build and manage a VOC roadmap aligned to key journey moments and business priorities, ensuring measurement at key moments across the lifecycle
• Lead VOC program reviews with senior stakeholders; align teams around insight-driven priorities and action

2. Insights Delivery & Storytelling

• Analyze structured and unstructured feedback to identify trends, friction points, and loyalty drivers, delivering high-impact insight narratives
• Refine and manage dashboards and recurring reports that elevate visibility of member experience performance (needs, effort drivers, and loyalty risks)
• Develop approaches to deliver insights in real time or near real time, enabling faster response to emerging member needs and trends
• Partner cross-functionally with Marketing, Service, Retention, Product, and BI to drive continuous improvements based on decision-ready insights

3. Member Research & UX Studies

• Lead qualitative and quantitative research initiatives (e.g., app/web UX, product messaging, segmentation) and present findings and recommendations to key stakeholders
• Collaborate with Digital Product UX to embed member voice into roadmap planning and feature development
• Support the development of member personas and validate journey assumptions through targeted research initiatives
• Manage research vendors as needed for segmentation, persona development, or panel recruitment

What You’ll Bring

• 6–10+ years in CX, VOC, or customer insights roles, ideally in a fast-paced, tech-enabled or subscription-based environments
• Hands-on experience with leading VoC platforms such as Forsta HX, Qualtrics, Medallia, or equivalent
• Demonstrated leadership in journey-based VOC development, including trigger logic, feedback flows, and governance frameworks
• Advanced skills in survey design, text analytics, and feedback synthesis
• Strong communication and collaboration skills; confident presenting to senior leaders
• Proven ability to operate independently and lead cross-functional change
• CX certification (e.g., CCXP, CXS, or similar) strongly preferred
• Experience in insurance, fintech, or pet health is a plus 

Why Join Fetch

At Fetch, we’re on a mission to help pet parents give their pets the best life possible. We offer a collaborative team environment, competitive compensation and comprehensive benefits.

As a company, we understand the importance of work-life balance and prioritize the mental health + well-being of our employees, ensuring you can thrive both professionally and personally.

Not just pets, we want our employees to live their best lives, too — here at Fetch, you will have:

• 401k matching 
• Personal paid time off - 20 days accrued annually, 9 holidays, 1 floating holiday 
• One additional day of PTO is added each year on your anniversary with the company, a maximum of 30 days
• Volunteering - eligible to earn up to 8 floating holiday hours per calendar year 
• Educational Assistance Programs 
• Fetch Pet Insurance discount - 50% off, up to $1000 savings/year

—ABOUT FETCH—

Fetch is a high-growth, Warburg-Pincus portfolio company. We are a passionate group of 350+ 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 500,000 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.