Sr. Member Experience Manager at Dave

Job description

Dave vs. Goliath. We’re Dave. Dave is a financial app on a mission to build products that level the financial playing field. It is redefining the financial landscape by leveraging technology to create an affordable, transparent, and user-centric access to liquidity for millions of Americans. As a leading innovator in the U.S. financial services sector, Dave’s digital financial platform offers products designed to meet the credit needs of those underserved by traditional financial institutions. Dave’s offerings include its flagship ExtraCash product, providing members up to $500 within minutes. The company is on track to launch several new product offerings in 2026, including a Buy Now Pay Later (BNPL) option. Dave is focused on serving Americans who are financially vulnerable or living paycheck to paycheck. Dave is leading the charge in creating a new era of credit products that prioritizes speed, affordability, and accessibility, making it the go-to financial partner for those who need it most. The Opportunity 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. 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. At Dave they are. This role is how we make sure that case gets made consistently, on a regular cadence, with the numbers to back it up. 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 Do Voice of Customer Program You are the voice of the customer within Dave. You own how member signals get turned into something the Dave team can act on. That means pulling 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. You 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. You'll 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. Each cycle produces a clear problem statement, not just a data dump, and you keep a running backlog so patterns don't disappear just because they miss a cycle. The readouts you deliver aren't a complaints list. They're a business case. A spike in a friction category is a churn signal. A recurring drop-off in a core flow means members are transacting less or leaving. You'll tie what you're hearing to the metrics that matter, retention, engagement, revenue, and member growth, and you'll partner with Member Insights and Data Analytics so the signal you're surfacing feeds the classifiers and dashboards the rest of MS&O relies on, not just your own readouts. Doing right by the member and making the business case are the same argument here. Members who trust the product stay longer, transact more, and tell others. Product Fee