Business Intelligence Analyst – Member Experience & Operations

About Fetch

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.

About the Industry

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.

About the Role

Overview

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.

Location

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

Qualifications

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

Compensation

The pay range for this position is $70,000 - $75,000 on a full-time basis

This position is eligible for the Company’s bonus plan(s)

Why Join Fetch

Be part of a mission-driven company that values creativity, innovation, transparency, and collaboration

When in office, enjoy complimentary lunch daily

Join a team that genuinely cares about creating a positive, inclusive work environment where everyone can thrive

Benefits & Perks

At Fetch, we recognize the importance of work-life balance and prioritize our employees' mental health and well-being, ensuring everyone can flourish both professionally and personally. Not just pets, we want our employees to live their best lives too — here at Fetch, you have access to the valuable benefits listed below.

Comprehensive Medical, dental, and vision plan for you and your family

Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) are available

Highly competitive 401(k) matching

Generous 20-day PTO Policy, with rollover options. Earn an additional day of PTO each year on your anniversary with Fetch, for a maximum of 30 days

Paid company (9) holidays, including (1) floating holiday

Fetch Pet Insurance discount - up to 50% off, up to $1,000 savings/year

Educational Assistance Program

Fetch Discount Perks Program

Volunteering - earn up to 8 hours per calendar year at nonprofit organizations

Employee Referral Incentive

Tuition Assistance

Commuter Benefits

Employee Assistance Program (EAP)

Pay Range $70,000 — $75,000 USD

Recruiting Fraud Alert

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.

EEO Statement

Fetch is proud to be an equal opportunity employer.

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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