Business Intelligence Analyst – Member Experience & Operations

Fetch is hiring a Business Intelligence Analyst to support Member Experience and internal operations reporting. The role builds and maintains dashboards, models, and ad hoc analyses, translating data into actionable insights for leadership and partner teams.

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

Requirements:

• 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
• 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