Senior Member Experience Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $143k - $163k / year

⏰ Full Time

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Dave

WebsiteLinkedInAll Job Openings

201 - 500 employees

💳 Fintech

🏦 Banking

👥 B2C

Fintech • Banking • B2C

Dave is a financial services company that aims to provide a fair and affordable banking experience for individuals who feel overlooked by traditional banks. The company was founded on the belief that banks have built products that are often predatory, exemplified by high overdraft fees. In an effort to combat this, Dave offers features like $500 advances, fee-free goal tracking, and support for individuals seeking side hustles to improve their financial situations. Their mission revolves around leveling the financial playing field and making financial solutions accessible to everyone.

📋 Description

• Own Dave’s Voice of Customer program and determine how member signals are tracked, measured, escalated, and acted upon • Gather member input from support data, app reviews, social conversations, community feedback, and surveys, including App Store and Google Play reviews • Route issues with reputational or policy circumvention risk to Complaints/Resolve • Build recurring reporting rhythms, including real-time issue visibility, monthly Research deep dives, and periodic reviews of unresolved issues with Product and Leadership • Create clear problem statements and maintain a backlog of unresolved member issues • Connect member sentiment and friction trends to retention, engagement, revenue, and member growth • Partner with Member Insights and Data Analytics so member signals inform classifiers and dashboards • Build data-backed product feedback cases with recommendations and advocate for members in Product discussions • Use Dave’s products regularly and test new launches before release • Represent the member perspective across Product, Engineering, Operations, Marketing, Legal, and Compliance • Run recurring product-team syncs and facilitate forums for member experience initiatives

🎯 Requirements

• Five or more years in member experience, Voice of Customer, customer insights, or CX with real program ownership • Proactive and curious mindset with drive to investigate patterns, identify opportunities, and improve member experience • Experience gathering signals from multiple touchpoints, including app store reviews and public social conversation, and turning them into structured 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 for research, feedback synthesis, pattern identification, and analysis • Comfort in cross-functional product conversations and making the member’s case in a PM setting • Experience advocating for agent-level tools, workflows, and product improvements • Track record of building trusted relationships and influencing stakeholders across Product, Engineering, Operations, Marketing, Compliance, Research, and Data • Strong written and verbal communication, including clear problem statements, concise readouts, and actionable recommendations • Ability to move work forward without direct authority while navigating competing priorities and maintaining alignment • Strong organizational skills, including documenting decisions, maintaining action items, tracking owners and deadlines, and ensuring follow-through • Bonus: formal Voice of Customer or community engagement program experience • Bonus: fintech or consumer financial services background • Bonus: familiarity with QA or contact center operations • Bonus: experience in an agile product environment • Bonus: comfort with Mode, Looker, Zendesk, or Rippit (MaestroQA) • Permanently authorized to work in the United States without visa sponsorship

🏖️ Benefits

• Equity offered • 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 • 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 • Virtual events throughout to connect with team members and leadership