Senior Manager, Operations Strategy (Customer Experience)

About the role

Airwallex, the AI-native financial operating system used by more than 675,000 businesses, is hiring a Senior Manager, Operations Strategy (Customer Experience) in its Singapore office. You will shape how Airwallex is perceived by customers and the market, turning customer feedback into data-driven recommendations for senior management, and integrating customer insights into product and service improvements.

Key responsibilities

• Lead qualitative and quantitative customer experience research, including interviews, surveys and data analysis.
• Design and establish user research methodologies, and conduct customer interviews to understand how customers assess Airwallex.
• Analyse and synthesise customer feedback to identify trends and actionable insights for product and business strategy.
• Present research findings and recommendations to senior management.
• Partner with Product, Engineering, Commercial and other teams to embed customer insights into product and service improvements.
• Monitor and report on key customer experience metrics and identify opportunities for improvement.

Required profile

• 5-10 years of relevant experience in customer experience, user research, strategy, consulting or a related field.
• Proven expertise in designing and running user research, including interviews, surveys and feedback analysis.
• Strong analytical skills and excellent written and verbal English, able to present to senior stakeholders.
• Experience working with cross-functional teams in a high-growth environment.
• Preferred: fintech, payments, B2B SaaS or financial technology experience; experience at a top consulting firm; knowledge of KYC and AML regulations; an advanced degree.

The role is based in the Singapore office five days a week. Applicants should apply through the company's careers page or its official LinkedIn page.