Manager, Operations Strategy (Market Insights/User Research)

About Airwallex

Airwallex is a unified payments and financial platform designed for global enterprises. Utilizing proprietary infrastructure and software, Airwallex supports over 250,000 businesses worldwide, including prominent companies such as Brex, Navan, Qantas, and SHEIN. The platform integrates business account management, payments, spending, treasury, and embedded finance on a global scale.

Founded in Melbourne, Airwallex boasts a workforce of more than 2,300 technology professionals across 27 global offices. Valued at $11 billion USD, it is supported by prominent investors like T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital. The company is pioneering the future of global payments and financial solutions.

Role Overview

The Manager, Operations Strategy will have a critical role in shaping Airwallex's market perception from a user perspective. This position involves designing and executing comprehensive user research methods, assessing brand positioning via direct customer engagement, synthesizing feedback to extract actionable insights, and delivering data-driven recommendations to senior leadership. Collaboration with product, engineering, and commercial departments is essential to embed customer insights into product development and service refinement. Staying informed on fintech industry trends and customer experience best practices is also key.

Responsibilities

• Perform qualitative and quantitative customer research using interviews, surveys, and data analysis.
• Develop and implement advanced user research methodologies to capture customer insights effectively.
• Conduct customer interviews to evaluate Airwallex's market positioning and perception.
• Analyze gathered customer feedback to identify significant trends and potential improvements for business and product strategy.
• Communicate findings and strategic recommendations clearly and persuasively to management.
• Work collaboratively across teams to ensure customer insights drive product and service enhancements.
• Track and report key metrics on customer experience, identifying continuous improvement opportunities.

Candidate Profile

Minimum qualifications include:

• 5 to 10 years of experience in customer experience, user research, or related roles.
• Preferably industry experience in fintech, payments, or top consulting firms.
• Proficient in designing and implementing user research techniques, including customer interviews and feedback analysis.
• Strong analytic capabilities to interpret data and provide business-oriented insight translation.
• Excellent communication skills in English, both written and spoken.
• Experience collaborating in high-growth, fast-paced environments with cross-functional teams.

Preferred qualifications:

• Experience within B2B SaaS or fintech sectors.
• Familiarity with CRM platforms and analytics tools for customer insights.
• Knowledge regarding regulatory compliance such as KYC/AML would be advantageous.
• Possession of an advanced degree in a relevant field is a plus.

Company Policies

To safeguard applicants, Airwallex will never request bank details, sensitive identification, or payments during recruitment. Official communications are issued solely via @airwallex.com email addresses. Applications should only be submitted through official career channels.

Airwallex does not accept unsolicited resumes from third-party recruiters without agreements and does not pay unsolicited recruitment fees.

Equal Opportunity

Airwallex is an equal opportunity employer valuing diversity and merit regardless of age, color, religion, race, origin, gender, sexual orientation, or any legally protected status. Accommodations for disabilities or special needs are available upon request.

Compensation

The salary range for this role is SGD 170,000 to SGD 250,000 per year.