Operations Strategy Leader

Airwallex

Operations Strategy Leader crafting customer insights strategies for a dynamic fintech company. Collaborating with product and marketing teams to drive customer-obsessed initiatives.

Posted 7/22/2026full-timeSan Francisco • California • 🇺🇸 United StatesSenior💰 $170,000 - $220,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing and executing user research methodologies, including customer interviews and surveys, while synthesizing qualitative and quantitative data into actionable business insights. Proficient in stakeholder management and collaboration across cross-functional teams to enhance customer experience and inform product strategy.

Highest-signal resume keywords

User Research MethodologiesData AnalysisStakeholder ManagementQualitative ResearchQuantitative Research

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer InterviewsSurveysData AnalysisCustomer SegmentationPersona MappingWin/Loss AnalysisTrend AnalysisDashboard CreationReportingGovernance Establishment

Soft Skills

Analytical SkillsCollaborationPresentation SkillsCommunicationTeam Development

Tools & Technologies

QualtricsTypeformLookerDatabricks

Industry Keywords

Customer ExperienceCompetitive DynamicsCustomer IntelligenceBusiness StrategyManagement Consulting

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 management consulting
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

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