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Dave is a financial technology platform serving underserved Americans with affordable, transparent access to liquidity. The company offers products like ExtraCash (up to $500 in minutes) and is launching Buy Now Pay Later options in 2026.
As Senior Member Experience Manager, you will own Dave's Voice of Customer program, translating member feedback into structured, data-backed insights that drive product and business decisions. This is a high-visibility individual contributor role at the intersection of member advocacy and business outcomes.
Key responsibilities include:
Voice of Customer Program: You'll establish how member signals from support data, app reviews, social conversations, surveys, and community feedback get captured, measured, and escalated. You'll create a structured cadence including real-time issue visibility, monthly deep dives into specific friction areas, and periodic reviews of unresolved issues for Product and Leadership. Each deliverable is a clear problem statement tied to business metrics (retention, engagement, revenue, member growth), not just a complaints list. You'll partner with Member Insights and Data Analytics to ensure signals feed into company-wide dashboards and classifiers.
Product Feedback & Member Advocacy: When member signals reveal product gaps, you'll build data-backed business cases with clear problem statements and recommendations for Product teams. You'll represent the member perspective in cross-functional discussions, come prepared with specifics, and help drive better outcomes through informed advocacy. You'll regularly dogfood Dave's products to understand the member experience firsthand.
Cross-Functional Collaboration: You'll run recurring syncs with Product, Engineering, Operations, Marketing, Legal, and Compliance teams, keeping pain points and open issues moving. You'll facilitate forums where member experience initiatives get owned rather than stalling.
Required qualifications: 5+ years in member experience, Voice of Customer, customer insights, or CX with real program ownership. Proactive, curious mindset with drive to investigate patterns. Experience gathering signals from multiple touchpoints (app store reviews, social conversations) and turning them into actionable recommendations. Strong judgment separating isolated feedback from meaningful trends. Working fluency with Mode, Looker, or similar BI tools to independently build data-backed cases. Comfort with AI tools (Anthropic, OpenAI, Gemini).
