Senior Manager, Customer Experience Insights

🔥 4 hours ago

🇺🇸 United States – Remote

💵 $123.4k - $145.2k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Fetch Rewards

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2013

💼 Consulting

🍽️ Food & Beverage

📦 Logistics

💰 Debt Financing on 2022-04

Consulting • Food & Beverage • Logistics

Fetch Rewards is a company that operates America's Rewards App, leveraging the power of Fetch Points to drive consumer behavior and engagement across various industries, including Consumer Packaged Goods (CPG), retail, and restaurants. By offering custom-fit marketing solutions, Fetch helps brands increase sales, improve retention, and build lifelong consumer loyalty without relying on discounts. The platform offers dynamic in-app offers based on verified shopping behavior, designed to inspire specific business outcomes and increase customer engagement. Fetch Rewards partners with major brands and retailers, providing a robust data-driven approach to enhance buying frequency and customer retention.

📋 Description

• Lead and evolve the Customer Experience Insights team's operating model across the product lifecycle • Develop scalable processes for collecting, synthesizing, and operationalizing user feedback • Define standards for user insight generation, feedback taxonomy, reporting, and knowledge management • Build mechanisms that transform user feedback into prioritized product recommendations • Coach and develop Senior Customer Experience Insights Analysts • Establish operating rhythms, quality standards, and development plans • Partner with Product, Engineering, and Growth Marketing throughout the product lifecycle • Provide user intelligence for product discovery, roadmap prioritization, solution design, launch readiness, and post-release evaluation • Advocate for user investments using quantitative evidence and operational metrics • Define success metrics connecting user experience improvements to business outcomes • Evaluate product releases for user effort, support demand, operational cost, adoption, engagement, and satisfaction outcomes • Establish closed-loop feedback processes • Build and maintain a centralized user intelligence knowledge base • Capture recurring user behaviors, historical product learnings, and emerging trends • Leverage AI and advanced analytics to improve insight generation and scale the CXI capability • Demonstrate Support Operations' contribution to product innovation

🎯 Requirements

• 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 • 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

🏖️ Benefits

• Equity for full-time employees • 401(k) matching dollar for dollar up to 4% of eligible pay • Comprehensive medical, dental, and vision plans, including pets • $10,000 per year continuing education reimbursement • Employee Resource Groups and Inclusion Council participation • Flexible PTO • 9 paid holidays • Year-end week-long break • 14 weeks of fully paid parental leave • 6 additional weeks of paid childbirth recovery leave for birthing parents • Flexible return-to-work schedule • One-time $2,000 Calvin Care Cash incentive for new family members • Flexible work environment, including fully remote work from anywhere in the US for US-based roles • Hardware and software for home working

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