Senior Manager, Customer Experience Strategy & Insights

Airwallex; Singapore; On-site; SGD 180,000 - 260,000; Full time

Job summary

Airwallex in Singapore is hiring a Senior Manager, Operations Strategy (Customer Experience) to shape how customers view Airwallex. You will design qualitative and quantitative research, conduct customer interviews and surveys, and translate insights into data-driven recommendations for leadership.

You’ll partner with Product, Engineering and Commercial to embed insights into products and services while tracking CX metrics.

Qualifications

• 5–10 years of relevant experience in customer experience, user research, strategy, consulting, or a related field.
• Proven expertise in designing and executing user research methodologies, including customer interviews, surveys, and feedback analysis.
• Strong analytical skills, with the ability to interpret qualitative and quantitative data and translate insights into business recommendations.
• Excellent written and verbal communication skills in English, with the ability to present findings clearly to senior stakeholders.
• Experience working with cross-functional teams in a high-growth environment.

Responsibilities

• Lead qualitative and quantitative customer experience research, including interviews, surveys, and data analysis, to capture a comprehensive view of customer needs and perceptions.
• Design and establish user research methodologies for Airwallex, creating consistent and effective approaches to gathering customer insights.
• Conduct customer interviews to understand how customers assess Airwallex and how they position us in the market.
• Analyse and synthesise customer feedback to identify key trends and actionable insights that inform product and business strategy.
• Present research findings and recommendations to senior management in a clear, compelling, and data-driven way.
• Partner with Product, Engineering, Commercial, and other cross-functional teams to integrate customer insights into product and service improvements.
• Monitor and report on key customer experience metrics, identifying opportunities for continuous improvement and innovation.

Skills

Customer research

Qualitative research

Quantitative research

Analytical skills

English communication

Cross-functional collaboration

Education

Advanced degree

Tools

CRM systems

Data-driven insights tools

Job description

Airwallex in Singapore is hiring a Senior Manager, Operations Strategy (Customer Experience) to shape how customers view Airwallex. You will design qualitative and quantitative research, conduct customer interviews and surveys, and translate insights into data-driven recommendations for leadership.

You’ll partner with Product, Engineering and Commercial to embed insights into products and services while tracking CX metrics.