Senior Manager, Operations Strategy

What You'll Do

As a Senior 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.
• 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.