Director, Retention Analytics
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Job Description
Director of Retention Analytics building retention measurement, modeling, experimentation, and forecasting for Fetch pet insurance. Driving lifecycle, payment recovery, channel, and save-desk decisions.
Responsibilities:
- 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
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