Sr. Member Experience Manager

Dave
United States
Workplace: RemoteFull timeUSD 143,000 - 163,000 annuallyFunction: Customer Success & Account ManagementExperience: 5+ yearsSkills: ["Data-backed decision making","Stakeholder management","Written communication","Cross-functional collaboration","Organizational skills"]

Own Dave’s Voice of Customer program by turning member signals from support data, app reviews, public social conversations, community feedback, and surveys into a structured, recurring business case. Translate friction trends into measurable impacts on retention, engagement, revenue, and member growth, and partner with Product and Leadership to drive prioritized changes. Run monthly deep dives and periodic escalations across MS&O functions.

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Dave
Dave
6 days ago

Sr. Member Experience Manager

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Last checked: 16 hours agoStatus: Live

Job Summary

Own Dave’s Voice of Customer program by turning member signals from support data, app reviews, public social conversations, community feedback, and surveys into a structured, recurring business case. Translate friction trends into measurable impacts on retention, engagement, revenue, and member growth, and partner with Product and Leadership to drive prioritized changes. Run monthly deep dives and periodic escalations across MS&O functions.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Own the Voice of Customer program by routing member signals and defining what gets tracked, measured, and escalated across touchpoints.
  • •Build a structured cadence (real-time visibility, monthly deep dives, and periodic reviews) that produces clear problem statements and a running backlog of issues.
  • •Translate member friction into business cases tied to retention, engagement, revenue, and member growth, partnering with Member Insights and Data Analytics.
  • •Advocate for product changes by presenting member-perspective problem statements to Product and helping drive decisions as new information arrives.
  • •Represent the member perspective in cross-functional syncs across Product, Engineering, Operations, Marketing, Legal and Compliance to move initiatives forward.

Pay and Benefits

Salary: USD 143,000 - 163,000 annually
Equity and Bonus:Equity
Perks:Home OfficeHealth InsuranceDentalVision401kPaid LeaveParental Leave

Key Requirements

  • •5+ years in member experience, Voice of Customer, customer insights, or CX with real program ownership.
  • •Proven ability to gather signals from multiple touchpoints (e.g., app store reviews and public social conversations) and turn them into structured, actionable recommendations.
  • •Strong judgment to separate isolated feedback from meaningful trends and decide when deeper analysis or escalation is needed.
  • •Working fluency with Mode, Looker, or similar tools to build and defend data-backed cases.
  • •Comfort using AI tools (Anthropic, OpenAI, Gemini) to guide research, synthesize feedback, and strengthen analysis.
Experience:5+ yearsVoice of customerCustomer experienceFintechConsumer financial services
Skills:Data-backed decision makingStakeholder managementWritten communicationCross-functional collaborationOrganizational skills
Tech Stack:ModeLookerAnthropicOpenAIGeminiApp StoreGoogle PlayZendeskRippitMaestroQA

Company Brief

Dave
Dave is a U.S. neobank offering banking accounts, cash advances (ExtraCash), budgeting tools, credit-building features, and a Side Hustle marketplace to help everyday consumers manage short-term liquidity and build financial health.
Industry: Neobanking
Company Size: Large (251 to 1,000 employees)
Revenue: USD 250M to 500M
Growth: Public Company
Valuation: Unicorn (USD 1B+)
Funding: IPO / Publicly Listed
Headquarters: Los Angeles, United States
Founded: 2016
Glassdoor
Glassdoor: 4.0
WebsiteLinkedInGlassdoor