Manager, Operations Strategy (Market Insights/User Research)

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ABOUT AIRWALLEX

Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 675,000 businesses, including McLaren Racing, Qantas, SHEIN, and TikTok, use us, directly or through our platform partners, to run their financial operations or build and monetize financial products of their own.

We started in Melbourne in 2015 to build the infrastructure global commerce runs on. We're the regulated backbone behind global payments: not by accident, but by design. A decade plus, 85+ licenses, and a financial infrastructure spanning North America, Europe, the Middle East, and Asia-Pacific.

We're co-headquartered in San Francisco and Singapore, with more than 2,700 people across 27 offices. We hire builders with founder-level energy, people who move fast with good judgment, dig in with real curiosity, and make calls from first principles rather than waiting to be told what to do. Read our operating principles https://www.airwallex.com/en-us/operating-principles to see it in full.

WHAT YOU'LL 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 Airwallex’s positioning through direct customer engagement, analyze and synthesize customer feedback, and present clear, data-driven recommendations to senior management. You’ll 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.