Senior Manager, Operations Strategy (Customer Experience)

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 https://www.airwallex.com/en-us/operating-principles to see it in full. SENIOR MANAGER, OPERATIONS STRATEGY (CUSTOMER EXPERIENCE) HOW YOU'LL MAKE IMPACT As Senior Manager, Operations Strategy (Customer Experience), you’ll shape how Airwallex is perceived by customers and the broader market. You’ll design and implement qualitative and quantitative research methodologies, evaluate Airwallex’s positioning through direct customer engagement, and turn customer feedback into clear, data-driven recommendations for senior management. Working closely with Product, Engineering, Commercial, and other cross-functional teams, you’ll help integrate customer insights into product development and service improvements while staying close to fintech industry trends and customer experience best practices. - Lead qualitative and quantitative customer experience research, including interviews, surveys, and data analysis, to capture a comprehensive view of customer needs and perceptions. - Design and establish user research methodologies for Airwallex, creating consistent and effective approaches to gathering customer insights. - Conduct customer interviews to understand how customers assess Airwallex and how they position us in the market. - Analyse and synthesise customer feedback to identify key trends and actionable insights that inform product and business strategy. - Present research findings and recommendations to senior management in a clear, compelling, and data-driven way. - Partner with Product, Engineering, Commercial, and other cross-functional teams to integrate customer insights into product and service improvements. - Monitor and report on key customer experience metrics, identifying opportunities for continuous improvement and innovation. You’ll work on site in our Singapore office five days a week. WHAT WE'RE LOOKING FOR Essentials - 5–10 years of relevant experience in customer experience, user research, strategy, consulting, or a related field. - Proven expertise in designing and executing user research methodologies, including customer interviews, surveys, and feedback analysis. - Strong analytical skills, with the ability to interpret qualitative and quantitative data and translate insights into business recommendations. - Excellent written and verbal communication skills in English, with the ability to present findings clearly to senior stakeholders. - Experience working with cross-functional teams in a high-growth environment. Preferred - Experience in the fintech, payments, B2B SaaS, or financial technology industry. - Experience at a top consulting firm. - Familiarity with CRM systems and data-driven customer insight tools. - Knowledge of regulatory issues, including KYC and AML. - An advanced degree in a relevant field. YOU'LL THRIVE HERE IF - You're comfortable owning the roadmap yourself. - You own the outcome and you don't wait for permission to fix what's broken. - You stay close to your industry, follow trends, and bring outside perspective into your work. - You connect dots across functions and hold the big picture without losing grip on the details. - You come to the table with a point of view, not just a problem. LEARN MORE ABOUT YOUR TEAM Most strategy roles hand you a slide deck. This one hands you the keys. Strategy & Operations finds the next point of leverage in a hyper-growth fintech, then builds the system to capture it. We spot opportunities early, design how Airwallex scales into them, and turn that vision into the machinery that drives revenue across markets and products. You'll get the kind of access most people wait a decade for: a direct line to the growth engine, work that spans every function, and the freedom to own ambiguous, high-stakes problems end to end. And you won't do it the old way. We arm our people with AI to move faster than teams ten times our size, modeling, researching, and shipping at a pace that creates an unfair advantage. If you want to do the best work of your career on problems that actually matter, build with us. 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 http://airwallex.com email address. Please apply only through careers.airwallex.com http://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 emplo