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…