Senior Customer Insights & Research Lead

Airwallex; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Airwallex is hiring a Customer Research Associate in Singapore to shape how customers perceive the company and its offerings. You will design user research methods, engage directly with customers, analyze feedback, and present actionable recommendations to product, engineering and commercial teams.

Your work will help embed customer insights into product development and service enhancements in a fast-paced fintech environment.

Qualifications

• 5–10 years of experience in customer experience, user research, or a related field.
• Experience in fintech or payments is preferred; top consulting firms are also considered.
• Proven ability to design and execute user research methodologies and analyze feedback.
• Excellent written and verbal communication in English.

Responsibilities

• Design and implement robust user research methodologies across products.
• Evaluate positioning through direct customer engagement and feedback.
• Synthesize findings into clear, data-driven recommendations for senior management.
• Collaborate with product, engineering and commercial teams to apply insights.
• Monitor customer experience metrics and identify opportunities for improvement.
• Present findings to management in a clear and compelling manner.
• Work with cross-functional teams to integrate customer insights into offerings.

Skills

Analytical skills

Communication skills

Education

Advanced degree

Tools

CRM systems

Data analytics tools

Job description

Airwallex is hiring a Customer Research Associate in Singapore to shape how customers perceive the company and its offerings. You will design user research methods, engage directly with customers, analyze feedback, and present actionable recommendations to product, engineering and commercial teams.

Your work will help embed customer insights into product development and service enhancements in a fast-paced fintech environment.