Sr. Member Experience Manager

The role

You will own the Voice of Customer program by translating member signals into data-backed business cases for Product and Leadership. You will analyze feedback from multiple touchpoints to drive product decisions and improve member retention and engagement.

What you will do

• Own the Voice of Customer program and how member signals are turned into actionable items.
• Pull input from customer support data, app reviews, social conversations, and surveys.
• Decide what gets tracked, measured, and escalated.
• Build a structured, recurring rhythm for surfacing issues and trend shifts.
• Produce clear problem statements and maintain a running backlog of patterns.
• Tie member sentiment to business metrics like retention, engagement, and revenue.
• Build data-backed cases for product gaps to help PMs prioritize improvements.
• Act as a member advocate in product conversations.
• Use Dave's products regularly to test new launches.
• Represent the member perspective across Product, Engineering, Operations, Marketing, Legal and Compliance.

Required qualifications

• Five or more years in member experience, Voice of Customer, customer insights, or CX with real program ownership
• Experience gathering signals from multiple touchpoints and turning them into actionable recommendations
• Working fluency with Mode, Looker, or similar tools
• Comfort leveraging AI tools such as Anthropic, OpenAI, and Gemini
• Comfort in cross-functional product conversations where you've made the member's case in a PM setting
• Experience advocating for agent-level tools, workflows, and product improvements
• Track record of building trusted relationships and influencing stakeholders across multiple departments
• Strong written communication
• Strong written and verbal communication
• Ability to move work forward without direct authority
• Strong organizational skills

Nice to have

• Experience running a formal VoC or community engagement program
• Background in fintech or consumer financial services
• Familiarity with QA or contact center operations
• Experience in an agile product environment
• Comfort with tools like Mode, Looker, Zendesk, or Rippit (MaestroQA)

Benefits

• Opportunity to tackle tough challenges
• Flexible hours and virtual-first work culture with a home office stipend
• Premium Medical, Dental, and Vision Insurance plans
• Generous paid parental and caregiver leave
• 401(k) savings plan with matching contributions
• Financial advisor and financial wellness support
• Flexible PTO and generous company holidays, including Juneteenth and Winter Break
• All-company in-person events once or twice a year and virtual events

About the company

Dave is a financial app on a mission to build products that level the financial playing field. It offers digital financial products designed to meet the credit needs of those underserved by traditional financial institutions.