Manager, Operations Strategy (Customer Research)
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Posted on:
2 days ago
Vacancies:
1 Vacancy
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Job Summary
About Airwallex
Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software we empower over 200000 businesses worldwide including Brex Rippling Navan Qantas SHEIN and many more with fully integrated solutions to manage everything from business accounts payments spend management and treasury to embedded finance at a global scale.
Proudly founded in Melbourne we have a team of over 2000 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$8 billion and backed by world-leading investors including T. Rowe Price Visa Mastercard Robinhood Ventures Sequoia Salesforce Ventures DST Global and Lone Pine Capital Airwallex is leading the charge in building the global payments and financial platform of the future. If youre ready to do the most ambitious work of your career join us.
Attributes We Value
We hire successful builders with founder-like energy who want real impact accelerated learning and true ownership. You bring strong role-related expertise and sharp thinking and youre motivated by our mission and operating principles. You move fast with good judgment dig deep with curiosity and make decisions from first principles balancing speed and rigor.
Youre humble and collaborative; turn zerotoone ideas into real products and you get stuff done end-to-end. You use AI to work smarter and solve problems faster. Here youll tackle complex highvisibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you lets build whats next.
What Youll Do
As a 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 Airwallexs positioning through direct customer engagement analyze and synthesize customer feedback and present clear data-driven recommendations to senior management. Youll 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
Were 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.
Excellent written and verbal communication skills in English.
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.
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 @ email address. Please apply only through 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 employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit qualifications competence and talent. We dont regard color religion race national origin sexual orientation ancestry citizenship sex marital or family status disability gender or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation please let us know.
Required Experience:
Manager
Key Skills
About Company
Grow your business faster with Airwallex - global business accounts, high speed transfers, multi-currency cards, online payments, embedded finance, and more.
