In-house team Est. 2019
Brand and Creative Team
The Brand and Creative Team partners across Fetch to translate business, customer and brand priorities into clear, consistent creative expression. We define the shared brand foundations — from voice and messaging to visual craft and member-first principles — that help Fetch communicate with clarity, coherence and care. Our work ranges from high-profile brand moments to the everyday digital touchpoints that shape the customer experience over time.
Building the systems and infrastructure that power brand consistency, scalability and company-wide adoption has been a major focus. This includes our Agility Design System, reusable digital components, content patterns, brand guidelines, presentation resources and our internal Brand Hub.
Team Members (14)
(AS OF PUB. DATE: Jun/11/2026)
On working in-house…
Benefits
Because we’re close to the business, the customer experience, the product and the teams making decisions every day, we have a connected view of how Fetch shows up across touchpoints. That proximity helps us recognize patterns, build on what is resonating and translate shared context into brand expression that is more consistent, relevant and effective.We’re not only making individual assets; we’re building systems that improve quality and efficiency over time. That long-term ownership creates a different kind of creative opportunity: the team can learn from what worked, improve what didn’t and keep evolving the brand with more context and continuity.At Fetch, there’s also a strong emotional center to our work. Many employees are Fetch Members, too, and a deep love of dogs and cats permeates every corner of the organization. The Brand and Creative Team brings that care and firsthand perspective to the frontlines of our storytelling. We care about getting the details right because we know clearer, more thoughtful communication can support a better member experience and help more dogs and cats live longer, healthier lives.
Challenges
The challenge of in-house work is that the team sits very close to the speed, pressure and complexity of the business. Priorities can shift quickly, and the volume of requests is often high. The work also has to balance many different needs at once: brand-building, performance goals, compliance requirements, customer clarity, stakeholder input and operational efficiency.In a category like pet insurance, there is the additional challenge of making complex information feel simple, transparent and emotionally resonant without losing accuracy. The best work has to be both useful and expressive.For our team, the ongoing challenge is protecting the quality and coherence of the brand while still moving at the pace the business requires. That’s why systems, guidelines and governance have become such an important part of how we work.
On working with…
Others
We work with freelancers and outside partners selectively, usually when a project requires specialized expertise, additional production capacity or a focused external perspective. This can include animation / video editing, photography, illustration, event production, retouching and occasional strategic support.Our model is not to outsource the brand. The internal team sets the direction, owns the system and maintains continuity. External partners are most valuable when they can plug into that foundation and help us extend the work with craft, speed or specialized execution.
Guidelines
As part of our in-house rebrand, we evolved Fetch from a static PDF brand book with limited practical guidance into a comprehensive, self-service Brand Hub.The Brand Hub gives the team and broader company up-to-date access to the latest brand guidance, downloadable assets, templates, content patterns and digital components. It also houses practical tools for everyday use, including Google Meet backgrounds, LinkedIn headers and email signature resources.For us, good internal guidelines need to be more than polished documentation. They need to be useful, current, easy to navigate and directly connected to how people work. Our Brand Hub, together with the Agility Design System, helps teams make more consistent decisions across channels while making approved tools and examples easier to find and use.
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