Business Intelligence Analyst

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.

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