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The OpportunityDave 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. That's what this role builds.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. This isn't a "compile the feedback" role. You'll be the person translating what millions of members are experiencing into the structured, data backed case that gets in front of Product and Leadership and actually changes things.The work sits at a real intersection. You'll tie member sentiment to business outcomes like retention, engagement, and revenue, and make the argument that doing right by the member and growing the business are the same goal.If you want a high-visibility IC role where your work shapes product decisions and your voice carries weight across the org, this is it.What You'll DoVoice of Customer ProgramYou are the voice of the customer within Dave. You own how member signals get turned into something the Dave team can act on.Pull input from every customer contact support data, app reviews, social conversations, community feedback, and surveys, including App Store and Google Play reviews and public social conversations.Decide what gets tracked, how it's measured, and when something is significant enough to escalate, including routing anything with reputational or policy circumvention risk to Complaints/Resolve so they can move fast.Build a structured, recurring rhythm for surfacing what matters: real-time visibility into issues and trend shifts as they happen, a monthly deep dive with Research into one specific friction area affecting members, and a periodic review of the biggest unresolved issues that you bring to Product and use to keep Leadership current.Deliver clear problem statements, maintain a running backlog so patterns don't disappear just because they miss a cycle.Make the readouts business cases: tie spikes in friction categories to churn, recurring drop-offs to reduced transactions or departures, and connect what you're hearing to retention, engagement, revenue, and member growth.Partner with Member Insights and Data Analytics so the signal you surface feeds the classifiers and dashboards MS&O relies on.Product Feedback and Member AdvocacyWhen member signals point to a product gap, build the case and bring it to Product in a way PMs can prioritize: a clear problem statement written from the member's perspective, backed by data, with a recommendation behind it.Be the member's advocate in the room: show up prepared, defend the friction point with specifics, adjust when new information comes in, and help the group reach a better decision because the member's perspective was represented.Dogfood products: use Dave's products regularly and test new launches before they go out to understand firsthand what the experience feels like.Cross-Functional WorkRepresent the member's perspective across Product, Engineering, Operations, Marketing, Legal and Compliance.Run recurring syncs with product teams that keep pain points and open issues moving.Facilitate forums where broader member experience initiatives get assigned an owner instead of stalling between meetings.What You'll NeedFive or more years in member experience, Voice of Customer, customer insights, or CX with real program ownershipA 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 recommendationsStrong 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 caseComfort 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 settingExperience 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 usedConfidence 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.Bonus PointsExperience running a formal VoC or community engagement programBackground in fintech or consumer financial servicesFamiliarity with QA or contact center operationsExperience in an agile product environmentComfort with tools like Mode, Looker, Zendesk, or Rippit (MaestroQA)Why you’ll love working here:At Dave, our people are just as important as our product. Our culture reflects the values that guide who we are, how we work, and what we aspire to be. Daves are member-centric, helpful, transparent, persistent, and better together. We strive to create an environment where all Daves feel valued, heard, and empowered to do their best work. As a virtual-first company, team members can live and work anywhere in the United States, except Hawaii.A few of our benefits & perks:Opportunity to tackle tough challenges, learn and grow from fellow top talent, and help millions of people reach their personal financial goalsFlexible hours and virtual-first work culture with a home office stipendPremium Medical, Dental, and Vision Insurance plansGenerous paid parental and caregiver leave401(k) savings plan with matching contributionsFinancial advisor and financial wellness supportFlexible PTO and generous company holidays, including Juneteenth and Winter BreakAll-company in-person events once or twice a year and virtual events throughout to connect with your team members and leadership team
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