Global Customer Insights Lead

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 250000 businesses worldwide including Brex 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 2300 of the brightest and most innovative people in tech across 27 offices around the globe. Valued at US$11 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.

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.

About the Role
As our founding Global Customer Insights Lead you will establish the companys definitive source of truth for customer understanding spanning NPS competitive intelligence and executive-level insight.
This is a high-impact strategic leadership role for a curious rigorous thinker who thrives at the intersection of data and narrative. You will stay close to our customers synthesize qualitative and quantitative signals and translate insight into decisions that meaningfully shape product direction customer experience go-to-market priorities and overall company strategy.
You will own our global NPS and customer insight agenda build and lead a high-performing insights team from the ground up partner closely with Product and senior leadership and define how AI can be applied responsibly to scale research feedback analysis competitive monitoring and knowledge sharing across the organization.

This role is based in London UK.

What You Will Do

• Establish the charter roadmap metrics and governance for a trusted and scalable global customer insights function

• Own the company-wide NPS program end-to-end including survey design driver analysis executive reporting and action planning in partnership with business owners

• Partner closely with Product to surface customer pain points validate opportunities inform roadmap prioritization and measure the customer impact of product launches

• Lead customer segmentation persona development journey analysis and win/loss research to clarify who we serve why we win and where we need to improve

• Build a disciplined customer listening system that draws from interviews surveys feedback channels support themes sales signals and product usage data

• Maintain a clear and current view of competitive dynamics and customer switching behavior to help leadership understand where we are differentiated and where we are at risk

• Translate complex customer insights into compelling executive narratives for leadership reviews board materials investor discussions strategic planning and major company decisions

• Partner with Marketing and GTM teams to sharpen customer understanding refine positioning strengthen proof points and identify growth opportunities

• Build dashboards and reporting systems in close partnership with Data and Analytics teams leveraging tools such as Looker Databricks SQL and AI-enabled analysis workflows

• Hire develop and lead a high-performing distributed team of researchers analysts and competitive intelligence specialists across time zones

• Set and uphold the standard for quality insight work with rigorous methods practical recommendations clear storytelling and measurable business impact

Who You Are
Minimum Qualifications

• 8 years of experience in customer insights NPS/VoC market research competitive intelligence strategy consulting fintech payments or B2B SaaS

• A strategic leader who can operate effectively at the executive level while remaining close to the details of customer research and data

• Proven experience building or scaling insight programs research systems dashboards operating rhythms or teams in fast-moving and ambiguous environments

• Deep expertise in qualitative and quantitative research methods including customer interviews surveys segmentation driver analysis and win/loss research

• Strong product partnership experience with a track record of turning customer evidence into actionable roadmap input and product strategy recommendations

• Exceptional analytical and storytelling skills with the ability to synthesize complex multi-source signals into clear concise and decision-ready recommendations

• Proficiency with data and analytics tools including SQL Looker Databricks survey platforms and customer feedback systems

• Practical fluency with AI tools and methodologies including leveraging AI to enhance research synthesis sentiment mining competitive monitoring knowledge management and insight workflows

• Strong stakeholder management and influencing skills across Product Marketing GTM Strategy Data and executive teams

• Demonstrated experience hiring managing and coaching high-performing distributed teams

Preferred Qualifications

• Background in fintech payments financial services or high-growth B2B technology

• Track record of producing C-suite board or investor-facing insight deliverables

• Experience owning or transforming a global NPS VoC or customer listening program

• Comfort operating across time zones and collaborating effectively with global teams

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.

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.