Job Overview
Location
US - San Francisco
Job Type
Full-time
Category
Marketing
Date Posted
May 8, 2026
Full Job Description
đź“‹ Description
- • Senior Manager, Operations Strategy (Market Insights/User Research) role focused on building a new Customer Insights function within Operations Strategy at Airwallex, a global payments and financial platform valued at $8B serving over 200,000 businesses.
- • Day-to-day responsibilities include designing and implementing user research methodologies (interviews, surveys, VoC programs), conducting qualitative and quantitative research, leading customer segmentation and persona mapping, analyzing feedback for actionable insights, establishing governance and metrics for customer intelligence, building dashboards and reporting tools, delivering executive-ready briefings and quarterly reports, presenting findings to senior leadership, collaborating with Product, Engineering, Commercial, and GTM teams, and supporting hiring and development of analysts as the team scales.
- • The role is part of a newly formed Customer Insights function within Operations Strategy, partnering with Product, Sales, Marketing, Commercial, Strategy, and Executive leadership to make Airwallex a customer-obsessed company; the company operates across 26 global offices with over 2,000 employees and is backed by top-tier investors including Visa, Mastercard, Sequoia, and Salesforce Ventures.
- • The individual will establish a trusted customer intelligence function from the ground up, gain exposure to senior leadership, shape product and go-to-market strategy, develop expertise in fintech and B2B SaaS customer dynamics, and grow their career by building high-impact processes and mentoring junior researchers as the team expands.
🎯 Requirements
- • 8+ years of relevant experience in customer insights, user research, market research, or management consulting
- • Proven expertise in designing and executing research methodologies including customer interviews, surveys, and data analysis
- • Strong analytical skills with 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
🏖️ Benefits
- • Opportunity to build a new global Customer Insights function from the ground up as an early, foundational hire
- • Work with senior leadership to shape product, go-to-market, and investment decisions using customer insights
- • Access to cutting-edge tools and resources in a fast-growing, well-funded fintech company valued at $8B
- • Collaborate with innovative teams across 26 global offices and contribute to a mission-driven culture
- • Professional growth through mentoring analysts and developing expertise in fintech, payments, and B2B SaaS customer journeys
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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