Manager, Operations Strategy (Market Insights/User Research)

About Airwallex

Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 675,000 businesses, including McLaren Racing, Qantas, SHEIN, and TikTok, use us, directly or through our platform partners, to run their financial operations or build and monetize financial products of their own.

We started in Melbourne in 2015 to build the infrastructure global commerce runs on. We're the regulated backbone behind global payments: not by accident, but by design. A decade plus, 85+ licenses, and a financial infrastructure spanning North America, Europe, the Middle East, and Asia-Pacific.

We're co-headquartered in San Francisco and Singapore, with more than 2,700 people across 27 offices. We hire builders with founder-level energy, people who move fast with good judgment, dig in with real curiosity, and make calls from first principles rather than waiting to be told what to do. Read our operating principles to see it in full.

What You'll Do

As a Manager in Operations Strategy, you will play a pivotal role in shaping how Airwallex is perceived by our customers and the broader market. You will design and implement robust user research methodologies, evaluate Airwallex’s positioning through direct customer engagement, analyze and synthesize customer feedback, and present clear, data-driven recommendations to senior management. You’ll collaborate closely with product, engineering, and commercial teams to integrate customer insights into product development and service enhancements, while staying abreast of fintech industry trends and best practices in customer experience.

Responsibilities:

• Conduct qualitative and quantitative research (including interviews, surveys, and data analysis) to capture the full spectrum of customer experience.

• Design and set up methodologies for user research at Airwallex, ensuring best-in-class approaches to gathering customer insights.

• Evaluate the company through interviews with customers, understanding how they assess Airwallex and how they position us in the market.

• Analyze feedback collected from customers, identifying key trends and actionable insights to inform product and business strategy.

• Present findings and recommendations to the management team in a clear, compelling manner.

• Collaborate with cross-functional teams to ensure customer insights are integrated into product and service improvements.

• Monitor and report on key customer experience metrics, identifying opportunities for continuous improvement and innovation.

Who You Are

We're looking for people who meet the minimum requirements for this role. The preferred qualifications are great to have, but are not mandatory.

Minimum qualifications:

• 5-10 years of relevant experience in customer experience, user research, or a related field.

• Experience in the fintech or payments industry is preferred; top consulting firms are also considered.

• Proven expertise in designing and executing user research methodologies, including customer interviews and feedback analysis.

• Strong analytical skills, with the ability to interpret data and translate insights into business recommendations.

• Excellent written and verbal communication skills in English.

• Experience working with cross-functional teams in a fast-paced, high-growth environment.

Preferred qualifications:

• Experience in B2B SaaS or financial technology environments.

• Familiarity with CRM systems and data-driven customer insight tools.

• Knowledge of regulatory issues (KYC/AML) is a plus.

• Advanced degree in a relevant field.

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.