Remote Senior CX Insights Analyst

Fetch; Northern (KY); Hybrid; USD 102,000 - 120,000; Full time

Job summary

Fetch is seeking a Senior Customer Experience Insights Analyst to operationalize the Voice of the Customer by combining qualitative feedback with behavioral data. You will independently identify pain points, quantify impact, and translate evidence into recommendations for improving Fetch experiences.

Anchored in Support Operations, you will partner with Product, Engineering, Growth Marketing, Data, and Support to ensure user evidence informs prioritization and decisions.

Qualifications

• Three or more years of experience in Customer Experience, Customer Insights, Product Analytics or related field.
• Experience combining quantitative data and qualitative feedback to identify trends and translate pain points into recommendations.
• Strong SQL proficiency and experience with BI tools for large datasets.

Responsibilities

• Analyze structured and unstructured user feedback across chats, surveys, reviews, and research to identify trends.
• Combine user feedback with product, behavioral, and operational data to investigate root causes and explain where Fetch experiences break down.
• Quantify frequency, severity, and business impact of user friction across core Fetch experiences.
• Map end-to-end user journeys to identify gaps and opportunities to reduce user effort.
• Translate customer signals into clear, evidence-based recommendations for product and in-app improvements and support processes.
• Define hypotheses, data requirements, KPIs, and measurement approaches to evaluate outcomes.
• Develop dashboards and recurring reports to monitor CX performance with clear metric definitions.
• Present executive-ready recommendations supported by data and real Fetch user stories.
• Partner with Product, Engineering, Growth Marketing, Data, and Support to bring customer evidence into discovery and rollout.
• Support CX initiatives by surfacing risks, sharing insights, and monitoring early feedback and performance.
• Measure changes in sentiment, usability, satisfaction, loyalty, product adoption, and support demand.

Skills

SQL

Data storytelling

Analytical thinking

Cross-functional collaboration

Executive communication

Job description

Fetch is seeking a Senior Customer Experience Insights Analyst to operationalize the Voice of the Customer by combining qualitative feedback with behavioral data. You will independently identify pain points, quantify impact, and translate evidence into recommendations for improving Fetch experiences.

Anchored in Support Operations, you will partner with Product, Engineering, Growth Marketing, Data, and Support to ensure user evidence informs prioritization and decisions.