Business Intelligence Analyst – Member Experience & Operations

At Fetch, we’re dedicated to helping pets live their healthiest and happiest lives. Our comprehensive insurance coverage is designed with modern pet parents in mind, and we’re proud to support the veterinary, shelter, and breeder communities. We believe in ensuring pets receive the best care possible and are committed to making that vision a reality every day.

Fetch is a high-growth Warburg Pincus portfolio company with an expanding team of over 350 pet-loving employees working together to shape the future of pet health and wellness.

The pet insurance industry is more important than ever, offering peace of mind and financial protection for pet owners. The sector is expanding quickly, fueled by growing awareness of the need for accessible, high-quality veterinary care. With advances in veterinary medicine, pets now have access to the most effective treatments available, making pet insurance an essential component of modern pet care.

Fetch is looking for a Business Intelligence Analyst to join our Operational Analytics team, supporting Member Experience and internal operations reporting. In this role, you'll build and maintain the dashboards, models, and ad hoc analyses that help leadership understand how members experience our products and how our operations teams are performing. You'll work closely with the AVP/VP of Operational Analytics and partner teams across the business to turn data into clear, actionable insight.

This role is open to remote candidates across the U.S., with a preference for those local to New York City and open to a hybrid schedule of 1–2 days per week

Key Responsibilities

• Own and maintain Member Experience Analytics reporting, including dashboards tracking member satisfaction, engagement, and journey metrics (NPS/CSAT, contact rate, first-contact resolution, handle time, service level, retention/churn, email engagement)
• Build and maintain Ops Staff Models: forecasting and capacity models (volume forecasts, staffing requirements) for member service and claims teams
• Field and deliver ad hoc analytics requests from cross-functional partners
• Partner with stakeholders to translate business questions into clear analytical approaches and deliverables
• Identify opportunities to streamline recurring reporting and improve data quality and turnaround time
• Leverage AI tools (e.g. Claude, Gemini, Copilot) for work acceleration and automation
• Present findings and recommendations to non-technical audiences, including leadership

Required:

• 1–3 years of experience in a business intelligence, data analytics, or reporting role
• Proficiency in SQL for querying and manipulating data
• Experience building dashboards/reports in a BI tool such as Tableau or Power BI
• Strong Excel skills
• Solid grounding in basic statistics and ability to translate data into a clear narrative
• Excellent written and verbal communication skills

Preferred:

• Experience in the insurance industry or with claims/operations data
• Familiarity with forecasting/workforce/staffing models
• Experience designing and analyzing A/B tests and other controlled experiments
• Bachelor's degree in a quantitative field (e.g., statistics, economics, data science) or equivalent experience

At Fetch, your personal information and online safety are paramount. Please be aware that only Fetch Recruiters and Hiring Managers will contact you regarding your application or background. All official communications from Fetch employees will originate from a fetchpet.com email address. You will never be asked for payments, financial details, or sensitive information like social security numbers by our Recruiters or Hiring Managers.

We’re committed to building a workplace that reflects the diversity of pet parents everywhere—hiring and developing individuals from all backgrounds and experiences to strengthen our inclusive, collaborative culture. We welcome applications from all qualified candidates regardless of race, color, religion, national origin, sex, gender, age, marital status, appearance, sexual orientation, gender identity or expression, family responsibilities, disability, medical condition, student status, political affiliation, military or veteran status, citizenship, genetic information, or any other status protected by law. Fetch will provide reasonable accommodations for individuals with disabilities throughout the hiring process. 

If you need assistance or an accommodation to apply, please contact us at people@fetchpet.com

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