VP, Product Payments Experience & Customer Loyalty

Flywire • Boston, MA

10d • $223,345 - $319,064

About The Position

Flywire is seeking a Vice President, Product Payments Experience & Customer Loyalty to define and lead the end-to-end payer experience across its global payments platform. Reporting directly to the Chief Payments Officer, this executive will own customer-facing payment experiences from checkout through payment confirmation and build Flywire’s long-term payer loyalty strategy. The role aims to increase payment conversion and customer satisfaction, reduce friction, and encourage repeat use of Flywire.

The VP will set the strategy for global payer experiences, including checkout, hosted payment pages, payment flows, communications, and user experience. They will lead localization in regulated and complex markets, establish global quality standards, and oversee ongoing experience optimization. They will also develop loyalty and retention measures, modernize and consolidate fragmented payer experiences into a unified platform, and champion payer needs in strategic decisions.

This leader will develop a global Product Management organization and work closely with Engineering, Design, Analytics, Payments Network, Operations, and Commercial teams. Flywire encourages AI-first product development, including AI-assisted product discovery, personalization, and rapid iteration.

Requirements

• 15+ years of Product Management experience, including at least 5 years leading organizations at the Vice President level or equivalent.
• Extensive experience owning global consumer payment products or fintech platforms serving millions of users.
• Proven success improving payment conversion, customer engagement, and user experience across complex international payment ecosystems.
• Demonstrated experience building customer loyalty, retention, or recurring engagement programs within payments or financial technology.
• Strong product strategy background, including experience modernizing large-scale platforms and consolidating legacy products.
• Deep understanding of UX, product design, localization, accessibility, and customer-centric product development.
• Experience partnering with engineering organizations to deliver highly scalable payment platforms.
• Knowledge of regulated payment markets, including India, China, or similar international markets.
• Executive presence and ability to influence senior leadership, executive committees, and Board-level stakeholders.
• Strong analytical mindset and experience with experimentation, product analytics, customer insights, and AI-enabled product development.
• Passion for building inclusive, high-performing teams and developing future product leaders.

Nice To Haves

• Experience with AI-powered product development and personalization.
• Experience with product analytics tools such as Amplitude, Mixpanel, Looker, or Tableau.
• Experience with experimentation and A/B testing platforms.
• Experience with Figma.
• Experience with Jira and Confluence.
• Experience with global payments platforms and payment APIs.
• Experience with cloud-native SaaS platforms and data and customer insights platforms.

Responsibilities

• Define the vision and strategy for every payer-facing payment experience across Flywire.
• Own Hosted Payment Pages, checkout, payment flows, translations, notifications, email communications, and overall user experience.
• Establish global quality standards and ensure consistent experiences across products and regions.
• Improve payment completion, conversion, and customer satisfaction through continuous optimization.
• Lead localization strategies across regulated global markets, including India and China.
• Build Flywire’s first global payer loyalty strategy.
• Increase repeat payment behavior through frictionless experiences for returning payers.
• Develop loyalty metrics, including repeat usage, retention, re-engagement, and lifetime value.
• Partner with Payments Monetization to balance customer experience with sustainable business outcomes.
• Evaluate loyalty initiatives, referrals, personalized experiences, and value-added payment services.
• Consolidate fragmented payer experiences into a unified global platform.
• Define long-term experience architecture alongside Platform Engineering.
• Prioritize modernization initiatives that improve scalability, maintainability, and user experience.
• Simplify customer journeys while reducing operational complexity.
• Represent the payer’s interests and translate feedback, behavioral insights, and market trends into product investments.
• Partner with Payments Performance & Insights to identify friction and optimization opportunities.
• Influence strategic decisions across Product, Platform Engineering, Network, Operations, and Commercial teams.
• Lead and develop a global Product Management organization.
• Foster experimentation, rapid learning, and data-driven decision-making.
• Partner with Engineering, Design, Analytics, Payments Network, Operations, and Commercial leaders.
• Drive AI-first product development practices, including AI-assisted product discovery, personalization, and rapid iteration.

Benefits

• Competitive compensation.
• Employee Stock Purchase Plan (ESPP).
• Competitive time off.
• Wellbeing programs, including mental health, wellness, and Yoga/Pilates/HIIT classes.
• Talent and development programs, including Managers Taking Flight and OneFlywire Career Mobility.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed