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

Senior Manager, Operations Strategy (Market Insights/User Research) 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 200,000 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 2,000 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 you’re 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 you’re motivated by our mission and operating principles https://www.airwallex.com/us/operating-principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor. You're humble and collaborative; turn zero‑to‑one ideas into real products, and you “get stuff done” end-to-end. You use AI to work smarter and solve problems faster. Here, you’ll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let’s build what’s next. ABOUT THE TEAM We're 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. WHAT YOU’LL DO 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. 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. ... (truncated, view full listing at source)