Sr. Member Experience Manager

Dave is growing fast and the member base is growing with it. As more people choose Dave over traditional banking, the feedback loop that helps us understand their experience needs to be sharper, more structured, and more connected to the decisions that drive the business. As Sr. Member Experience Manager, you'll own the Voice of Customer program and shape how Dave listens to, understands, and acts on member signals across every touchpoint.

Responsibilities

Own the Voice of Customer program and shape how Dave listens to, understands, and acts on member signals across every touchpoint; Pull input from customer contact support data, app reviews, social conversations, community feedback, and surveys; Build a structured, recurring rhythm for surfacing what matters: real-time visibility into issues, a monthly deep dive, and a periodic review of biggest unresolved issues; Tie member sentiment to business outcomes like retention, engagement, revenue, and member growth; Build the case for product gaps and bring it to Product with a clear problem statement, data, and recommendation; Represent the member's perspective across Product, Engineering, Operations, Marketing, Legal and Compliance; Use Dave's products regularly and test new launches before they go out

Requirements

Five or more years in member experience, Voice of Customer, customer insights, or CX with real program ownership; A proactive and curious mindset with a natural drive to investigate patterns, identify opportunities, and improve the member experience; Experience gathering signals from multiple touchpoints, including app store reviews and public social conversation, and turning them into structured, actionable recommendations; Strong judgment in separating isolated feedback from meaningful trends and determining when deeper analysis, escalation, or action is needed; Working fluency with Mode, Looker, or similar tools to independently build and defend a data-backed case; Comfort leveraging AI tools such as Anthropic, OpenAI, and Gemini to guide research, synthesize feedback, identify patterns, and strengthen analysis; 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 that reduce friction, improve efficiency, and strengthen the member experience; A track record of building trusted relationships and influencing stakeholders across Product, Engineering, Operations, Marketing, Compliance, Research, and Data; Strong written communication: clear problem statements, crisp readouts, recommendations that get used; Confidence speaking up, challenging assumptions respectfully, and calling out the obvious when needed to create clarity or resolve misalignment; Strong written and verbal communication with the ability to turn complex findings into clear problem statements, concise readouts, and actionable recommendations; The ability to move work forward without direct authority while navigating competing priorities and maintaining cross-functional alignment; Strong organizational skills with the ability to document decisions, maintain action items, track owners and deadlines, and ensure follow-through

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, learn and grow from fellow top talent, and help millions of people reach their personal financial goals; 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 throughout