Manager, Operations Strategy (Market Insights/User Research)

ABOUT AIRWALLEX Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 200,000 businesses worldwide – including Brex, Rippling, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale. Proudly founded in Melbourne, we have a team of over 2,200 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$8 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is leading the charge in building the global payments and financial platform of the future. If you’re ready to do the most ambitious work of your career, join us. ATTRIBUTES WE VALUE We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you’re motivated by our mission and operating principles https://www.airwallex.com/us/operating-principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor. You're humble and collaborative; turn zero‑to‑one ideas into real products, and you “get stuff done” end-to-end. You use AI to work smarter and solve problems faster. Here, you’ll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let’s build what’s next. 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. - 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. WHO YOU ARE We're looking for people who meet the minimum requirements for this role. The preferred qualifications are great to have, but are not mandatory. Minimum qualifications: - 5-10 years of relevant experience in customer experience, user research, or a related field. - Experience in the fintech or payments industry is preferred; top consulting firms are also considered. - Proven expertise in designing and executing user research methodologies, including customer interviews and feedback analysis. - Strong analytical skills, with the ability to interpret data and translate insights into business recommendations. - Excellent written and verbal communication skill