Director, Retention Analytics

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $140k - $150k / year

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 0%

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Fetch Pet Insurance

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

🍽️ Food & Beverage

🛡️ Insurance

Healthcare • Food & Beverage • Insurance

Fetch Pet Insurance is a consumer-focused pet insurance provider that offers comprehensive accident and illness coverage for dogs and cats, plus optional wellness add-ons and member perks. The company reimburses veterinary expenses (up to 90%) for covered treatments, provides 24/7 telehealth access, an online pharmacy with qualifying medication reimbursements, and a mobile app for claims submission and tracking. Fetch partners with underwriters and shelters, emphasizes coverage for hereditary and dental conditions, and markets directly to pet owners in the U. S. and Canada.

📋 Description

• Own measurement, modeling, experimentation, and forecasting for member retention • Define cancellation reasons, retention, persistency, and save rate in alignment with BI, the Chief Analytics Officer, and the lead actuary • Analyze voluntary churn using retainable versus non-retainable cancellation and survival curves by acquisition source and tenure • Analyze involuntary churn, payment failures, and recovered premium with Retention Operations • Attribute channel quality by partner and, where possible, partner representative, ranking campaigns by retained value • Link NPS/CSAT changes to segment-level retention and distinguish sentiment shifts from survey-mix effects • Own the lifecycle experimentation portfolio from hypothesis through readout and decision, maintaining an archive of settled questions • Build separate voluntary and involuntary churn forecasts, reconcile them with the CAO and actuary, and back-test against actuals • Analyze save desk performance, including save rate, cost per save, offer effectiveness, win-back, and agent-level performance across 27 agents • Establish recurring retention reporting and involuntary-churn analysis • Produce and defend retention forecasts to the executive team • Report to a VP in the newly created Loyalty & Retention organization

🎯 Requirements

• 6+ years in analytics, with meaningful experience in subscription, insurance, or other renewal-based businesses • Advanced SQL and ability to work independently in a modern warehouse • Retention and survival analysis, including cohorts, survival curves, and hazard modeling • Experimentation experience with tests that changed real decisions • Forecasting experience with accountability for accuracy • Ability to present unwelcome findings to executives and defend conclusions • Clear writing skills • Preferred: payments/billing analytics, including decline codes, retry, and dunning • Preferred: Python or R • Preferred: pet or P&C insurance experience • Preferred: actuarial partnering • Preferred: contact-center analytics • Preferred: analytics-engineering practice

🏖️ Benefits

• Company bonus plan eligibility • Complimentary daily lunch when in office • Comprehensive medical, dental, and vision plan for you and your family • Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) • 401(k) matching • 20-day PTO policy with rollover options, increasing by one day annually up to 30 days • 9 paid company holidays, including 1 floating holiday • Fetch Pet Insurance discount of up to 50%, up to $1,000 savings/year • Educational Assistance Program • Fetch Discount Perks Program • Up to 8 paid volunteering hours per calendar year • Employee Referral Incentive • Tuition Assistance • Commuter Benefits • Employee Assistance Program (EAP) • Mental health and well-being support