Customer Research & Operations Strategy Lead

Airwallex; Singapore; On-site; SGD 90,000 - 140,000; Full time

Job summary

Airwallex is seeking a Customer Research Associate to shape how we are perceived by customers and the market. You will design rigorous user research methods, engage directly with customers, analyze feedback, and present data-driven recommendations to senior leadership.

Collaborate with product, engineering, and commercial teams to embed insights into offerings and experiences, staying ahead of fintech trends.

Qualifications

• 5–10 years of experience in customer experience, user research, or a related field.
• Experience in fintech or payments preferred; top consulting firms considered.
• Proven expertise in designing and executing user research methodologies.
• 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.

Responsibilities

• Design and implement robust user research methodologies.
• Evaluate Airwallex positioning through direct customer engagement.
• Analyze feedback and present data-driven recommendations to senior management.
• Collaborate with product, engineering, and commercial teams to integrate insights.
• Monitor and report customer experience metrics and identify improvement opportunities.

Skills

Analytical skills

English communication

Cross-functional collaboration

Data interpretation

Education

Advanced degree in a relevant field

Tools

CRM systems

Data analytics tools

Job description

Airwallex is seeking a Customer Research Associate to shape how we are perceived by customers and the market. You will design rigorous user research methods, engage directly with customers, analyze feedback, and present data-driven recommendations to senior leadership.

Collaborate with product, engineering, and commercial teams to embed insights into offerings and experiences, staying ahead of fintech trends.