Senior Manager, Operations Strategy (Market Insights/User Research)

Airwallex•San Francisco, CA

1d•Onsite

About The Position

Airwallex is building a brand-new Customer Insights function within Operations Strategy. As an early, foundational hire, you'll help establish a global insights capability that partners with Product, Sales, Marketing, Commercial, Strategy, and Executive leadership to make Airwallex a truly customer-obsessed company. As Senior Manager, Operations Strategy (Market Insights/User Research), you'll roll up your sleeves to interview customers, run surveys, analyze data, and deliver clear, executive-ready recommendations. You'll help define the insights strategy that serves as the company's source of truth for customer and competitive intelligence. You'll partner with senior stakeholders to answer the company's most important questions and shape product, go-to-market, and investment decisions — while helping lay the foundations for a high-performing insights team. This role is based in San Francisco, CA.

Requirements

8+ years of relevant experience in customer insights, user research, market research, or a management consulting.
Experience in fintech, payments, or B2B SaaS; top consulting firms also considered.
Proven expertise in designing and executing research methodologies, including customer interviews, surveys, and data analysis.
Strong analytical skills with the 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.

Nice To Haves

Experience managing or mentoring researchers or analysts.
Deep familiarity with payments or fintech customer journeys and market dynamics.
Track record producing C-suite or investor-facing deliverables such as win/loss reports or market narratives.
Familiarity with CRM systems and sentiment mining tools.
Knowledge of regulatory issues such as KYC/AML.

Responsibilities

Design and implement best-in-class user research methodologies, including customer interviews, surveys, and VoC programs.
Conduct qualitative and quantitative research to capture the full spectrum of customer experience and competitive dynamics.
Lead customer segmentation, persona mapping, and win/loss analysis to understand why customers choose, expand with, or leave Airwallex.
Analyze and synthesize customer and market feedback, identifying key trends and actionable insights to inform product and business strategy.
Help establish governance, metrics, and repeatable processes for a trusted customer intelligence function.
Build and maintain dashboards and reporting tools to monitor key customer experience and competitive metrics.
Own executive-ready outputs including regular briefings and quarterly insights reports for leadership.
Present findings and recommendations to senior management in a clear, compelling manner.
Collaborate with cross-functional teams across Product, Engineering, Commercial, and GTM to ensure customer insights are integrated into product and service improvements.
Support the hiring and development of analysts and researchers as the team scales.