Manager, Operations Strategy (Market Insights/User Research)

Responsibilities

• Conduct qualitative and quantitative research, including interviews and surveys, to capture the full spectrum of customer experience.
• Design and implement robust user research methodologies to ensure best-in-class gathering of customer insights.
• Evaluate Airwallex’s market positioning through direct customer engagement and interviews.
• Analyze customer feedback to identify key trends and actionable insights for product and business strategy.
• Present clear, data-driven findings and recommendations to the senior management team.
• Collaborate with product, engineering, and commercial teams to integrate insights into service enhancements.
• Monitor and report on key customer experience metrics to drive continuous innovation.

Requirements

• 5-10 years of relevant experience in customer experience, user research, or a related field.
• Proven expertise in designing and executing user research methodologies, such as customer interviews and feedback analysis.
• Strong analytical skills with the ability to interpret complex data and translate it into business recommendations.
• Excellent written and verbal communication skills in English.
• Experience working within fast-paced, high-growth environments.

Preferred Qualifications

• Experience in the fintech or payments industry.
• Background in top-tier consulting firms.
• Experience in B2B SaaS or financial technology environments.
• Familiarity with CRM systems and data-driven customer insight tools.
• Knowledge of regulatory issues such as KYC/AML.
• Advanced degree in a relevant field.

About the Company

Airwallex is a unified payments and financial platform for global businesses. Powered by proprietary infrastructure and software, we empower over 200,000 businesses worldwide—including Brex, Rippling, and Qantas—with integrated solutions for business accounts, payments, spend management, and treasury. Founded in Melbourne, we have a global team of over 2,000 people across 26 offices, building the future of global banking.