The Senior Manager will establish a customer insights function conduct user research analyze data and provide strategic recommendations to improve customer experience and inform business decisions.

About Airwallex
Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software we empower over 200000 businesses worldwide - including Brex Rippling Navan Qantas SHEIN and many more - with fully integrated solutions to manage everything from business accounts payments spend management and treasury to embedded finance at a global scale.
Proudly founded in Melbourne we have a team of over 2000 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$8 billion and backed by world-leading investors including T. Rowe Price Visa Mastercard Robinhood Ventures Sequoia Salesforce Ventures DST Global and Lone Pine Capital Airwallex is leading the charge in building the global payments and financial platform of the future. If you're ready to do the most ambitious work of your career join us.
Attributes We Value
We hire successful builders with founder-like energy who want real impact accelerated learning and true ownership. You bring strong role-related expertise and sharp thinking and you're motivated by our mission and operating principles. You move fast with good judgment dig deep with curiosity and make decisions from first principles balancing speed and rigor.
You're humble and collaborative; turn zero-to-one ideas into real products and you "get stuff done" end-to-end. You use AI to work smarter and solve problems faster. Here you'll tackle complex high-visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you let's build what's next.
About the team
We're building a brand-new Customer Insights function within Operations Strategy. As an early foundational hire you'll help establish a global insights capability that partners with Product Sales Marketing Commercial Strategy and Executive leadership to make Airwallex a truly customer-obsessed company.
What you'll do
As Senior Manager Operations Strategy (Market Insights/User Research) you'll roll up your sleeves to interview customers run surveys analyze data and deliver clear executive-ready recommendations. You'll help define the insights strategy that serves as the company's source of truth for customer and competitive intelligence. You'll partner with senior stakeholders to answer the company's most important questions and shape product go-to-market and investment decisions - while helping lay the foundations for a high-performing insights team.
This role is based in San Francisco CA.
Responsibilities:

• Design and implement best-in-class user research methodologies including customer interviews surveys and VoC programs.
• Conduct qualitative and quantitative research to capture the full spectrum of customer experience and competitive dynamics.
• Lead customer segmentation persona mapping and win/loss analysis to understand why customers choose expand with or leave Airwallex.
• Analyze and synthesize customer and market feedback identifying key trends and actionable insights to inform product and business strategy.
• Help establish governance metrics and repeatable processes for a trusted customer intelligence function.
• Build and maintain dashboards and reporting tools to monitor key customer experience and competitive metrics.
• Own executive-ready outputs including regular briefings and quarterly insights reports for leadership.
• Present findings and recommendations to senior management in a clear compelling manner.
• Collaborate with cross-functional teams across Product Engineering Commercial and GTM to ensure customer insights are integrated into product and service improvements.
• Support the hiring and development of analysts and researchers as the team scales.

Who you are
We're looking for people who meet the minimum qualifications for this role. The preferred qualifications are great to have but are not mandatory.
Minimum qualifications:

• 8+ years of relevant experience in customer insights user research market research or a management consulting
• Experience in fintech payments or B2B SaaS; top consulting firms also considered.
• Proven expertise in designing and executing research methodologies including customer interviews surveys and data analysis.
• Strong analytical skills with the ability to synthesize qualitative and quantitative signals into clear business recommendations.
• Experience standing up new processes or programs in fast-moving ambiguous environments.
• Strong stakeholder management skills; comfortable partnering with Product Sales Marketing Ops and senior leaders.
• Proficiency with research and analytics tools such as Qualtrics or Typeform and familiarity with BI platforms like Looker or Databricks.

Preferred qualifications:

• Experience managing or mentoring researchers or analysts.
• Deep familiarity with payments or fintech customer journeys and market dynamics.
• Track record producing C-suite or investor-facing deliverables such as win/loss reports or market narratives.
• Familiarity with CRM systems and sentiment mining tools.
• Knowledge of regulatory issues such as KYC/AML.

Applicant Safety Policy: Fraud and Third-Party Recruiters
To protect you from recruitment scams please be aware that Airwallex will not ask for bank details sensitive ID numbers (i.e. passport) or any form of payment during the application or interview process. All official communication will come from an @airwallex.com email address. Please apply only through careers.airwallex.com or our official LinkedIn page.
Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition regardless of any other provision to the contrary.
Equal opportunity
Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit qualifications competence and talent. We don't regard color religion race national origin sexual orientation ancestry citizenship sex marital or family status disability gender or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation please let us know.
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