Senior Manager, Customer Insights & Operations

AIRWALLEX (SINGAPORE) PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Airwallex is seeking a Senior Manager in Operations Strategy to shape customer experience and market perception. You will design and implement robust user research, evaluate positioning through direct customer engagement, and present data-driven recommendations to senior management.

You'll collaborate with product, engineering, and commercial teams to embed insights into product development and service enhancements, stay ahead of fintech trends, and drive continuous improvement in customer

Qualifications

• 5–10 years of experience in customer experience, user research, or related field.
• Experience in fintech or payments industry preferred; top consulting firms also considered.
• Proven expertise in designing and executing user research methodologies.
• Strong analytical skills to interpret data and translate insights into business recommendations.
• Experience with cross-functional teams in a fast-paced, high-growth environment.

Responsibilities

• Conduct qualitative and quantitative research (interviews, surveys, and data analysis) to capture the full spectrum of customer experience.
• Design and set up methodologies for user research at Airwallex, ensuring best-in-class approaches to gathering customer insights.
• Evaluate the company through interviews with customers, understanding how they assess Airwallex and how they position us in the market.
• Analyze feedback collected from customers, identifying key trends and actionable insights to inform product and business strategy.
• Present findings and recommendations to the management team in a clear, compelling manner.
• Collaborate with cross-functional teams to ensure customer insights are integrated into product and service improvements.
• Monitor and report on key customer experience metrics, identifying opportunities for continuous improvement and innovation.

Skills

Customer experience

User research

Data analysis

Cross-functional collaboration

Analytical thinking

Fintech/Payments experience

Education

Advanced degree in a relevant field

Job description

Airwallex is seeking a Senior Manager in Operations Strategy to shape customer experience and market perception. You will design and implement robust user research, evaluate positioning through direct customer engagement, and present data-driven recommendations to senior management.

You'll collaborate with product, engineering, and commercial teams to embed insights into product development and service enhancements, stay ahead of fintech trends, and drive continuous improvement in customer