Job Overview
Location
US - San Francisco
Job Type
Full-time
Category
Customer Success
Date Posted
May 16, 2026
Full Job Description
📋 Description
- • Serve as the founding Customer Insights Lead to establish Airwallex’s first global, follow-the-sun insights function within Operations Strategy.
- • Define the charter, key metrics, and governance framework for a centralized hub of customer and competitive intelligence trusted across the organization.
- • Partner with senior leaders in Product, Sales, Marketing, Commercial, Strategy, and Executive teams to identify, prioritize, and answer the company’s highest-impact strategic questions.
- • Lead end-to-end customer research initiatives including participant sourcing, qualitative interviews, survey design, VoC program execution, and win/loss analysis to uncover why customers choose, expand with, or churn from Airwallex.
- • Build and maintain dynamic dashboards in Looker and Databricks to monitor competitor activity, market shifts, and customer sentiment in real time.
- • Own the creation and delivery of executive-ready reports including the quarterly ‘Who We Win and Why’ report and timely briefings for leadership and Investor Relations.
- • Develop data-backed narratives for fundraising rounds, M&A evaluations, earnings calls, and board presentations using insights from customer and market data.
- • Design scalable processes for survey collection, data analysis, visualization, sentiment mining, and knowledge sharing across global teams.
- • Recruit, hire, mentor, and manage a distributed team of analysts, researchers, and competitive intelligence specialists across multiple time zones.
- • Stand up best-in-class tools and workflows for customer insights from scratch in a fast-moving, ambiguous environment with minimal existing infrastructure.
- • Translate complex qualitative and quantitative data into clear, actionable recommendations that directly influence product roadmap, go-to-market strategy, and investment decisions.
- • Ensure all insights outputs are rigorous, concise, and tailored for C-suite and investor audiences with strong storytelling and presentation skills.
- • Collaborate cross-functionally to embed customer intelligence into decision-making cycles across Product, Sales, and Finance teams.
- • Travel as needed to engage with customers, partners, and internal teams in key markets.
- • Flex work hours to align with global stakeholders and support a 24/7 insights operation.
🎯 Requirements
- • 10+ years in customer insights, market research, competitive intelligence, or strategy within high-growth tech, fintech, or B2B SaaS
- • Hands-on experience sourcing participants, conducting interviews, running surveys/VoC, analyzing data, and writing concise reports
- • Proven ability to stand up new teams, processes, or tooling in ambiguous, fast-moving environments
- • Proficiency with research and analytics tools such as Qualtrics/Typeform, SQL, and BI/data platforms like Looker and Databricks
- • Excellent stakeholder management skills with experience partnering with Product, Sales, Marketing, Ops, and executive leaders
- • Strong presentation skills and ability to deliver data-backed narratives to C-suite and investor audiences
🏖️ Benefits
- • Opportunity to build and lead a global, first-of-its-kind customer insights function at a fast-growing $8B fintech
- • Work alongside world-class teams at a company serving over 200,000 businesses including Brex, Rippling, Navan, and SHEIN
- • Exposure to C-suite and investor-facing strategic initiatives including fundraising, M&A, and earnings communications
- • Flexible work environment with ability to travel and collaborate across global time zones
Skills & Technologies
Senior
Onsite
Degree Required
About Airwallex (UK) Limited
Airwallex is a global financial technology company providing cross-border payment and banking infrastructure for businesses. It offers multi-currency accounts, foreign exchange, card issuing, expense management, and embedded finance APIs. Founded in Melbourne in 2015, the company serves enterprises and SMEs across Asia-Pacific, Europe, and the Americas, operating under licenses in multiple jurisdictions and processing billions in annualized transaction volume.
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