Leads the Customer Experience Insights function, transforming user feedback, support interactions, behavioral analytics, and business data into product recommendations. Establishes operating models, develops insight analysts, influences product strategy, defines outcome metrics, builds knowledge systems, and partners with Product, Engineering, and Growth Marketing. The role connects user experience improvements with measurable business outcomes while using AI and advanced analytics to identify friction and improvement opportunities.
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 lifelong consumers with the power of Fetch points. User and partner success are at the heart of everything we do, and we extend that same commitment to our employees.
At Fetch, we value curiosity, adaptability, and the confidence to explore new tools, especially AI, to drive smarter, faster work. You don’t need to be an expert, but you should be ready to learn quickly and think critically. We welcome learners who move fast, challenge the status quo, and shape what’s next, with us. Ranked as one of America’s Best Startup Employers by Forbes for two years in a row, Fetch fosters a people-first culture rooted in trust, accountability, and innovation. We encourage our employees to challenge ideas, think bigger, and always bring the fun to Fetch.
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.
The Senior Manager of Customer Experience Insights (CXI) is responsible for leading the team that transforms user feedback into actionable product intelligence. Reporting to Director, Support Operations, this role serves as the bridge between User Support and Product, helping ensure the voice of the user informs product strategy, prioritization, development, launch, and continuous improvement.
This is more than a leadership role, it is an opportunity to strengthen the Customer Experience Insights capability. You will establish the team's operating model, lead a team of Senior Customer Experience Insights Analysts, and develop the processes and partnerships that enable user intelligence to become a trusted input into product decisions. Success is measured by the product decisions your team influences, the user friction your team helps eliminate, and the measurable business outcomes your work supports.
This is a full-time role that can be held from one of our US offices or remotely in the United States.
Role Responsibilities:
Lead the Customer Experience Insights Capability
- 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.
Lead & Develop a High-Performing Team
- Coach and develop a team of Senior Customer Experience Insights Analysts.
- Create clear operating rhythms, quality standards, and development plans for the team.
- Foster a culture of curiosity, analytical rigor, user advocacy, and continuous improvement.
- Help establish CXI as a sought-after strategic partner with cross-functional teams.
Influence Product Strategy
- Partner closely with Product, Engineering, and Growth Marketing throughout the product lifecycle.
- Provide user intelligence that informs product discovery, roadmap prioritization, solution design, launch readiness, and post-release evaluation.
- Advocate for user investments using compelling narratives supported by quantitative evidence and operational metrics.
- Leverage historical user insights and lessons learned from previous launches to proactively identify user friction before development begins.
Measure Product & User Outcomes
- Define success metrics that connect user experience improvements to business outcomes.
- Evaluate whether product releases reduced user effort, recurring support demand, and operational cost while improving adoption, engagement, and user satisfaction.
- Establish closed-loop feedback processes that validate product outcomes and continuously improve future product decisions.
Support Organizational Learning
- Build and maintain a centralized user intelligence knowledge base.
- Capture recurring user behaviors, historical product learnings, and emerging trends to strengthen future planning.
- Leverage AI and advanced analytics to improve insight generation, identify emerging opportunities, and scale the CXI capability.
- Demonstrate how Support Operations contributes to product innovation rather than simply reacting to user issues.
Minimum Qualifications
- 8+ years of experience in Product Operations, Product Management, Customer Experience, Customer Insights, Business Strategy, Support Operations, Consulting, or a related field.
- 3+ years of experience leading high-performing teams and developing talent.
- Demonstrated success building programs, operating models, or team capabilities from concept to execution.
- Experience influencing product strategy and cross-functional decision-making without direct roadmap ownership.
- Strong communication, facilitation, and stakeholder management skills with senior stakeholders.
- Proven ability to synthesize qualitative user feedback with quantitative business data to drive strategic recommendations.
- Experience leading cross-functional initiatives across Product, Engineering, and Growth Marketing teams
Preferred Qualifications
- Experience in consumer technology, fintech, marketplace, or high-growth digital businesses.
- Experience leading Voice of Customer, Product Operations, Customer Experience, or Customer Insights teams.
- Strong proficiency with SQL, business intelligence platforms, product analytics tools, and User Support technologies.
- Experience leveraging AI and automation to analyze user feedback and improve operational effectiveness.
What Success Looks Like:
Within your first 12 months, you will:
- Establish Customer Experience Insights as a trusted source of user intelligence for Product and cross-functional partners.
- Build a high-performing team with clear operating standards and scalable processes.
- Create a repeatable operating model that embeds user intelligence throughout the product lifecycle.
- Influence product roadmap decisions through evidence-based user recommendations.
- Develop leadership reporting that connects user experience improvements to measurable business outcomes.
- Reduce recurring user friction by identifying and supporting systemic product improvements.
- Build strong partnerships that position Support Operations as a strategic partner to Product rather than a downstream stakeholder.
Compensation:
At Fetch, we offer competitive compensation packages including base, equity, and benefits to the exceptional folks we hire. The base salary range for this position is $123,378-$145,150. Discover our benefits and how our employees live rewarded at https://fetch.com/careers.
At Fetch, we'll give you the tools to feel healthy, happy and secure through:
- Equity: We offer full-time employees equity in Fetch, so that everyone can benefit from Fetch’s growth.
- 401k Match: Dollar-for-dollar match up to 4%.
- Benefits for humans and pets: We offer comprehensive medical, dental and vision plans for everyone including your pets.
- Continuing Education: Fetch provides ten thousand per year in education reimbursement.
- Employee Resource Groups: Take part in employee-led groups that are centered around fostering a diverse and inclusive workplace through events, dialogue and advocacy. The ERGs participate in our Inclusion Council with members of executive leadership.
- Paid Time Off: On top of our flexible PTO, Fetch observes 9 paid holidays, as well as our year-end week-long break.
- Robust Leave Policies: 20 weeks of paid parental leave for primary caregivers, 14 weeks for secondary caregivers, and a flexible return to work schedule.
- Calvin Care Cash: Employees who are welcoming new family members will also receive a one time $2,000 incentive to assist employees with covering the cost of childcare, clothing, diapers and much more!
- Flexible Work Environment: Collaborate with your team in one of our stunning offices, or you can work fully remotely from anywhere in the US. We’ll ensure you are equally equipped with the hardware and software you need to get your job done in the comfort of your home. (applicable for most roles)
Fetch is an equal opportunity employer that embraces diversity, inclusion, and respect for all individuals. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, age, national origin, marital status, veteran status, disability, or any other characteristic protected by applicable law. Our commitment to inclusivity ensures that everyone is treated with dignity and has the opportunity to succeed based on their talent, skills, and potential.
Fetch also provides reasonable accommodations to qualified individuals with disabilities or those with sincerely held religious beliefs, as required by law. If you need assistance with the application process or require an accommodation, please contact us at [email protected].
Fetch Boston, Massachusetts, USA Office
One Beacon Street, Boston, MA, United States, 02108
Similar Jobs
Information Technology • Productivity • Software • Infrastructure as a Service (IaaS)
Own the reliability, performance, architecture, and lifecycle of heterogeneous database platforms. Design and operate relational, NoSQL, caching, time-series, and warehouse systems; improve provisioning, developer tooling, CI/CD, backups, disaster recovery, security, and performance. Influence architecture and product decisions, lead migrations and upgrades, troubleshoot developer and production environments, and establish platform standards, documentation, and regulatory traceability.
Top Skills:
Amazon AuroraAmazon RdsAWSAzureBigQueryC++Ci/CdCloudFormationFargateGCPGoIamJavaKotlinKubernetesPostgresRedshiftSnowflakeTerraform
Information Technology • Cybersecurity
Lead FP&A and strategic finance for a high-growth SaaS company. Own long-term planning, forecasting, scenario modeling, variance analysis, investment cases, executive financial narratives, and sales compensation administration. Partner with GTM, Product, and functional leaders to drive decisions, build and scale the FP&A team, modernize planning workflows with AI, and maintain strong financial controls, governance, and data confidentiality.
Top Skills:
Artificial IntelligenceBusiness Intelligence And Visualization ToolsEnterprise Planning Systems
Cloud • Security • Software • Cybersecurity • Automation
Leads GitLab’s global SMB new-business organization across EMEA and AMER, overseeing regional sales, BDR, and SDR managers. Owns new-logo strategy, pipeline generation, quota and territory planning, forecasting, revenue reporting, hiring, manager development, and cross-functional alignment. The role drives outbound sales motions, develops team performance, analyzes market opportunities, and represents new-business strategy to senior leadership.
Top Skills:
ClariCRMDevsecopsGitlabMarketing AutomationMarketoSalesforce
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
