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Airwallex is a unified payments and financial platform serving over 250,000 global businesses including Brex, Rippling, Navan, and Qantas. The company operates across 27 offices worldwide with 2,300+ employees and is valued at $11 billion, backed by leading investors including Sequoia, Visa, Mastercard, and T. Rowe Price.
As the founding Global Customer Insights Lead, you will establish Airwallex's definitive source of truth for customer understanding, spanning NPS, competitive intelligence, and executive-level strategic insight. This is a high-impact strategic leadership role requiring a rigorous thinker who thrives at the intersection of data and narrative.
Key responsibilities include: establishing the charter, roadmap, metrics, and governance for a scalable global customer insights function; owning the company-wide NPS program end-to-end including survey design, driver analysis, and executive reporting; partnering closely with Product to surface pain points and inform roadmap prioritization; leading customer segmentation, persona development, journey analysis, and win/loss research; building a disciplined customer listening system drawing from interviews, surveys, feedback channels, support themes, sales signals, and product usage data; maintaining competitive intelligence and understanding customer switching behavior; translating complex insights into compelling executive narratives for leadership reviews and board materials; partnering with Marketing and GTM teams to refine positioning and identify growth opportunities; building dashboards and reporting systems using Looker, Databricks, SQL, and AI-enabled workflows; and hiring, developing, and leading a distributed team of researchers, analysts, and competitive intelligence specialists.
You will need 8+ years in customer insights, NPS/VoC, market research, competitive intelligence, strategy, consulting, fintech, payments, or B2B SaaS. You must be a strategic leader who operates effectively at the executive level while remaining close to customer research details. Proven experience building or scaling insight programs, research systems, dashboards, and teams in fast-moving environments is essential. Deep expertise in qualitative and quantitative research methods, strong product partnership experience, exceptional analytical and storytelling skills, proficiency with data tools (SQL, Looker, Databricks, survey platforms), practical fluency with AI tools and methodologies, and strong stakeholder management across Product, Marketing, GTM, Strategy, Data, and executive teams are required.
