Senior Manager, Operations Strategy (Customer Experience)

The role

You will design and implement qualitative and quantitative research methodologies to capture customer needs and perceptions. You will turn customer feedback into data-driven recommendations for senior management and partner with cross-functional teams to improve products and services.

What you will do

• Lead qualitative and quantitative customer experience research including interviews, surveys, and data analysis
• Design and establish user research methodologies
• Conduct customer interviews to understand market positioning
• Analyse and synthesise customer feedback to identify trends and actionable insights
• Present research findings and recommendations to senior management
• Partner with Product, Engineering, Commercial, and other cross-functional teams
• Monitor and report on key customer experience metrics

Required 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 to interpret qualitative and quantitative data and translate insights into business recommendations
• Excellent written and verbal communication skills in English
• Experience working with cross-functional teams in a high-growth environment

Nice to have

• Experience in the fintech, payments, B2B SaaS, or financial technology industry
• Experience at a top consulting firm
• Familiarity with CRM systems and data-driven customer insight tools
• Knowledge of regulatory issues, including KYC and AML
• An advanced degree in a relevant field

About the company

Airwallex is an AI-native financial operating system used by over 675,000 businesses. It provides financial infrastructure and global payments across North America, Europe, the Middle East, and Asia-Pacific.