VP, Product Payments Experience & Customer Loyalty

About the role

Flywire, a global payments enablement and software company, is seeking a Vice President, Product Payments Experience & Customer Loyalty to define and lead the end-to-end payer experience across its global payments platform. Reporting to the Chief Payments Officer, the role owns every customer-facing payment experience, from checkout through payment confirmation, and builds Flywire's long-term payer loyalty strategy. It is open to hybrid work.

Key responsibilities

• Own the global payer experience: hosted payment pages, checkout, payment flows, translations, notifications, email communications and overall UX, setting global quality standards
• Improve payment completion, conversion and customer satisfaction, and lead localization in highly regulated markets such as India and China
• Build Flywire's first global payer loyalty strategy, increase repeat payments and develop loyalty metrics including retention, re-engagement and lifetime value
• Partner with Payments Monetization and evaluate loyalty initiatives, referrals, personalized experiences and value-added services
• Lead consolidation of fragmented payer experiences into a unified global platform and modernize it with Platform Engineering
• Act as executive advocate for the payer, translating feedback and insights into product investment and influencing Product, Platform Engineering, Network, Operations and Commercial teams
• Lead and develop a global Product Management organization, foster experimentation and drive AI-first product development

Required profile

• 15+ years of product management experience, including at least 5 years leading at VP level or equivalent
• Extensive experience owning global consumer payment products or fintech platforms serving millions of users
• Proven success improving payment conversion, engagement and UX across international payment ecosystems
• Demonstrated experience building loyalty, retention or recurring engagement programs in payments or fintech
• Strong product strategy background, including modernizing large-scale platforms and consolidating legacy products
• Deep understanding of UX, product design, localization, accessibility and customer-centric development
• Executive presence able to influence senior leadership, executive committees and Board-level stakeholders

Required skills

• Preferred: AI-powered product development and personalization
• Preferred: product analytics tools such as Amplitude, Mixpanel, Looker, Tableau
• Preferred: experimentation and A/B testing platforms, Figma, Jira and Confluence
• Knowledge of regulated payment markets such as India, China or similar

What we offer

• Competitive compensation including Restricted Stock Units and an Employee Stock Purchase Plan
• Flying Start global induction programme
• Wellbeing programmes including mental health support and yoga, pilates and HIIT classes
• Time off including FlyBetter Days and Digital Disconnect Days