Fetch Pet Insurance

Actuary

• Lead the development of price elasticity curves to forecast the impact of rating changes on policyholder retention and conversion, and assess their impact on customer lifetime value
• Own the forecasting of policyholder retention and conversion for the portfolio based on pricing, operational changes, and business initiatives
• Drive advances in the risk segmentation sophistication of our rating plans by developing GLM-based rating factors (in R or Python) and championing advanced predictive modeling techniques
• Architect and own the tools that monitor the performance of our existing rating plans and rate level over time, including loss ratio, conversion rate, churn, and lifetime value
• Write advanced SQL procedures to pull from large, line item level veterinary bill databases, and establish best practices for the team’s data and modeling workflows
• Quantify and advise leadership on the impact of coverage and product changes on pricing
• Lead the analysis of product design proposals to determine pricing viability, impact on enterprise risk, competitive positioning, and customer value
• Maintain deep expertise in competitor filings to understand how our products and pricing stand relative to the market
• Lead rate filing and rate indication work, including the development of filings and responses to regulatory objections
• Partner with and influence product, underwriting, marketing, BI, and IT teams, and translate complex actuarial concepts for a non-actuarial audience
• Pioneer creative approaches to pricing innovative coverage concepts and ideas

Senior Actuary, Predictive Modeling

Agent

• Manage complex, escalated, and critical policyholder issues (e.g., billing disputes, complex claims, policy changes) to deliver effective, compliant, and first-call-resolutions.
• Serve as a subject matter expert and policy resource for the entire team, providing real-time peer mentorship and in-depth guidance on complex policy features, coverage options, and regulatory requirements.
• Assist leadership in piloting new service strategies and understanding complex customer interaction trends by proactively identifying service gaps and procedural inefficiencies.
• Model best practices for communication, customer education, and quality assurance, ensuring customers fully understand the value of their pet insurance investment.

Member Experience Agent

Advocate

• Manage a high volume of complex customer retention interactions with exceptional autonomy and precision, handling the most challenging save opportunities and escalated cases
• Serve as a subject matter expert (SME) in retention strategies, advanced negotiation, and value-based selling across the organization
• Demonstrate mastery in diagnosing customer motivations, competitive dynamics, and behavioral triggers to drive renewal decisions
• Lead by example through consistent top-tier performance and adherence to Fetch’s mission of extending and deepening customer relationships
• Partner with Retention leadership to pilot new strategies, messaging frameworks, and process enhancements that improve overall save rates
• Support training, coaching, and calibration sessions by sharing insights, call recordings, and best practices with peers and new hires
• Collaborate with internal stakeholders across Operations, Product, and Marketing to represent the customer voice and influence retention initiatives
• Identify emerging customer trends and competitive threats through data and frontline feedback, providing actionable recommendations to leadership
• Handle escalations that require complex problem-solving, policy knowledge, and high-level communication to achieve positive outcomes for both the customer and the company
• Maintain exceptional accuracy and completeness in documentation, ensuring all retention-related data is usable for performance and quality insights
• Contribute to ongoing process improvement initiatives, recommending and testing solutions that enhance both efficiency and customer satisfaction
• Must be able to work a minimum of the 40-hour work week with varied shifts and occasional weekend time

Licensed Retention Advocate III

Data Scientist

• Develop price elasticity curves to forecast the impact of rating changes on policyholder retention and conversion, and assess their impact on customer lifetime value
• Forecast policyholder retention and conversion for the portfolio based on pricing, operational changes, and business initiatives
• Improve the risk segmentation sophistication of our rating plans by developing GLM-based rating factors (in R or Python) and applying advanced predictive modeling techniques
• Build and maintain tools to monitor the performance of our existing rating plans and rate level over time, including loss ratio, conversion rate, churn, and lifetime value
• Write advanced SQL procedures to pull from large, line item level veterinary bill databases
• Estimate the impact of coverage and product changes on pricing
• Analyze product design proposals to determine pricing viability, impact on enterprise risk, competitive positioning, and customer value
• Stay highly informed on competitor filings to understand how our products and pricing stand relative to the market
• Support rate filing and rate indication work, including the development of filings and responses to regulatory objections
• Operate seamlessly with product, underwriting, marketing, BI, and IT teams, and communicate complex actuarial concepts to a non-actuarial audience
• Propose creative ways to price innovative coverage concepts and ideas

Senior Actuary, Predictive Modeling

Member Experience Agent

Licensed Retention Advocate III

Actuarial Data Scientist