Turn your everyday receipts into gift cards with Fetch. Earn points on groceries, shopping, and games — then redeem for free gift cards. Get started free. Backed by Gaingels.
About the role
User Support is one of the richest sources of user intelligence in the organization. Every user interaction provides valuable insight into how our products are experienced, where users encounter friction, and where opportunities exist to improve. The challenge isn’t collecting user feedback, it’s ensuring those insights consistently influence product decisions. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- Establish and evolve the Customer Experience Insights team's operating model across the product lifecycle
- Develop scalable processes for collecting, synthesizing, and operationalizing user feedback from support interactions, Voice of user programs, behavioral analytics, and other user feedback channels
- Define standards for the team's user insight generation, user feedback taxonomy, reporting, and knowledge management
- Build repeatable mechanisms that transform user feedback into prioritized product recommendations supported by measurable business impact
- Coach and develop a team of Senior Customer Experience Insights Analysts
- Create clear operating rhythms, quality standards, and development plans for the team
More about this role
What we’re building and why we’re building it.
Fetch helps people live rewarded every day, with a vision to become the rewards destination for everyone. We turn everyday activities into meaningful rewards, whether it’s grocery shopping, grabbing a quick meal, or playing a favorite mobile game. To date, we’ve awarded more than $1 billion in Fetch Points to our users.
Each day, more than 13 million receipts are submitted on Fetch, providing visibility into over $212 billion in gross merchandise value. This creates the largest retail-agnostic, SKU-level view of household spending, powering Fetch as an outcomes-based advertising platform that helps brands acquire and retain lifelong consumers.
The Fetch app is available on the App Store and Google Play, with more than 6 million five-star reviews from a highly engaged and loyal user base.
It’s not just our users who believe in Fetch: with investments from Softbank, ICONIQ, DST, Greycroft, and partnerships ranging from challenger brands to Fortune 500 companies, Fetch is reshaping how brands and consumers connect in the marketplace. When you work at Fetch, you play a vital role in a platform that drives brand loyalty and creates...
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