Senior Manager, Operations Strategy – Market Insights, User Research

Airwallex

Senior Manager focusing on customer insights and user research at Airwallex, driving customer-centric strategies and methodologies to enhance competitive intelligence and product decisions.

Posted 5/6/2026full-timeSan Francisco • California • 🇺🇸 United StatesSenior💰 $170,000 - $200,000 per yearWebsite

About the role

Key responsibilities & impact

Design and implement best-in-class user research methodologies, including customer interviews, surveys, and VoC programs
Conduct qualitative and quantitative research to capture the full spectrum of customer experience and competitive dynamics
Lead customer segmentation, persona mapping, and win/loss analysis to understand why customers choose, expand with, or leave Airwallex
Analyze and synthesize customer and market feedback, identifying key trends and actionable insights to inform product and business strategy
Help establish governance, metrics, and repeatable processes for a trusted customer intelligence function
Build and maintain dashboards and reporting tools to monitor key customer experience and competitive metrics
Own executive-ready outputs including regular briefings and quarterly insights reports for leadership
Present findings and recommendations to senior management in a clear, compelling manner
Collaborate with cross-functional teams across Product, Engineering, Commercial, and GTM to ensure customer insights are integrated into product and service improvements
Support the hiring and development of analysts and researchers as the team scales

Requirements

What you’ll need

8+ years of relevant experience in customer insights, user research, market research, or a management consulting
Experience in fintech, payments, or B2B SaaS; top consulting firms also considered
Proven expertise in designing and executing research methodologies, including customer interviews, surveys, and data analysis
Strong analytical skills with the ability to synthesize qualitative and quantitative signals into clear business recommendations
Experience standing up new processes or programs in fast-moving, ambiguous environments
Strong stakeholder management skills; comfortable partnering with Product, Sales, Marketing, Ops, and senior leaders
Proficiency with research and analytics tools such as Qualtrics or Typeform, and familiarity with BI platforms like Looker or Databricks

Benefits

Comp & perks

US-based employees are eligible to participate in medical, dental, and vision insurance
401(k) plan
Short-term and long-term disability
Basic life insurance
Well-being benefits
20 paid days of vacation
12 paid days of company holidays in a calendar year

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

user research methodologiescustomer interviewssurveysdata analysiscustomer segmentationpersona mappingwin/loss analysisqualitative researchquantitative researchbusiness strategy

Soft Skills

analytical skillsstakeholder managementcommunicationcollaborationleadership