Senior Member Experience Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of Dave’s Voice of Customer initiative and define how member feedback is monitored, assessed, escalated, and addressed.

• Collect member insights from support data, app evaluations, social media discussions, community feedback, and surveys, including reviews from the App Store and Google Play.

• Direct issues that pose reputational or policy circumvention risks to the Complaints/Resolve team.

• Establish ongoing reporting routines, which include real-time visibility of issues, monthly in-depth Research explorations, and regular assessments of unresolved matters with Product and Leadership.

• Develop clear problem statements and keep a record of unresolved member concerns.

• Link member sentiment and friction trends to metrics such as retention, engagement, revenue, and member growth.

• Collaborate with Member Insights and Data Analytics to ensure member signals influence classifiers and dashboards.

• Create data-driven product feedback cases with actionable recommendations and advocate for members during Product discussions.

• Regularly use Dave’s products and test new releases prior to launch.

• Represent the member perspective across Product, Engineering, Operations, Marketing, Legal, and Compliance teams.

• Facilitate regular syncs with product teams and organize forums for initiatives focused on member experience.

⛳️ Requirements

• A minimum of five years of experience in member experience, Voice of Customer, customer insights, or CX with authentic program ownership.

• A proactive and inquisitive attitude with a passion for investigating trends, identifying opportunities, and enhancing member experience.

• Proven experience in gathering signals from various touchpoints, including app store evaluations and public social discussions, and transforming them into structured recommendations.

• Strong judgment in distinguishing isolated feedback from significant trends and knowing when in-depth analysis, escalation, or action is necessary.

• Proficiency with Mode, Looker, or similar tools to independently construct and defend a data-supported case.

• Comfort in utilizing AI tools such as Anthropic, OpenAI, and Gemini for research, synthesizing feedback, identifying patterns, and conducting analyses.

• Ability to engage in cross-functional product discussions and advocate for members in a Product Management setting.

• Experience in advocating for tools, workflows, and product enhancements at the agent level.

• A proven record of building trusted relationships and influencing stakeholders across Product, Engineering, Operations, Marketing, Compliance, Research, and Data.

• Exceptional written and verbal communication skills, including clear problem statements, succinct readouts, and actionable recommendations.

• Capability to drive work forward without direct authority while managing competing priorities and ensuring alignment.

• Strong organizational abilities, including documenting decisions, tracking action items, monitoring owners and deadlines, and ensuring follow-through.

• Bonus: experience with formal Voice of Customer or community engagement programs.

• Bonus: background in fintech or consumer financial services.

• Bonus: familiarity with QA or contact center operations.

• Bonus: experience in an agile product environment.

• Bonus: comfort with Mode, Looker, Zendesk, or Rippit (MaestroQA).

• Must be permanently authorized to work in the United States without the need for visa sponsorship.

🏝️ Benefits

• Equity offered.

• Opportunity to confront challenging problems, learn and grow alongside top talent, and assist millions in achieving their personal financial objectives.

• Flexible hours and a virtual-first work culture.

• 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.

• Company-wide in-person events once or twice a year.

• Virtual events throughout the year to connect with team members and leadership.