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 Feedback and Member Advocacy
When member signals point to a product gap, you build the case and bring it to Product in a way PMs can prioritize: a clear problem statement written from the member’s perspective, backed by data, with a recommendation behind it.
You’re also the member’s advocate in the room. That means showing up prepared, defending the friction point with specifics, adjusting when new information comes in, and helping the group reach a better decision because the member’s perspective was actually represented. You’re not there to report back. You’re there to move the outcome.
Dogfooding is part of how you stay credible in those conversations. You’ll use Dave’s products regularly and test new launches before they go out, so you know firsthand what the experience feels like before members do.
You’ll represent the member’s perspective across Product, Engineering, Operations, Marketing, Legal and Compliance, running the recurring syncs with product teams that keep pain points and open issues moving, and helping facilitate the forums where broader member experience initiatives get assigned an owner instead of stalling between meetings.