Senior Customer Experience Analyst

Job Summary

Working remotely in a full-time capacity, the Senior Customer Experience Insights Analyst will operationalize the Voice of the Customer by analyzing user feedback and data to identify pain points and recommend improvements for the Fetch app experience.

Key responsibilities:

• Analyze user feedback and data to identify trends and systemic pain points in the Fetch app experience
• Translate customer signals into actionable recommendations for product and support process improvements
• Develop dashboards and reporting to provide insights into customer experience performance and emerging risks

Required qualifications:

• Three or more years of experience in Customer Experience, Product Analytics, or a related field
• Strong proficiency in SQL and experience with business intelligence or visualization tools
• Experience analyzing support interactions and unstructured feedback at scale
• Exceptional communication and storytelling skills tailored for diverse audiences
• Ability to independently structure ambiguous customer experience questions and derive actionable insights