Airwallex

3 days ago

Global Customer Insights Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 18 hours agoStatus: Live

Job Summary

Establish and lead the company’s global customer insights function, serving as the definitive source of truth across NPS, competitive intelligence, and executive-level insight. Own the end-to-end NPS program, build customer segmentation and journey understanding, and translate multi-source customer signals into decision-ready narratives. Partner with Product, Marketing, and GTM to shape roadmap priorities and measure launch impact, while building dashboards and leading a distributed insights team using data and AI-enabled workflows.

Location: London

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Establish the charter, roadmap, metrics, and governance for a trusted, scalable global customer insights function.
•Own the end-to-end global NPS program, including survey design, driver analysis, executive reporting, and action planning.
•Partner with Product to surface customer pain points, validate opportunities, prioritize the roadmap, and measure product launch customer impact.
•Build a disciplined customer listening system using interviews, surveys, feedback channels, support themes, sales signals, and product usage data, and maintain competitive dynamics visibility.
•Build dashboards and reporting systems with Data and Analytics teams and hire, develop, and lead a high-performing distributed insights team.

Key Requirements

•8+ years in customer insights, NPS/VoC, market research, competitive intelligence, strategy, consulting, fintech/payments, or B2B SaaS.
•Ability to operate at the executive level while staying close to customer research and data.
•Proven experience building or scaling customer insight programs, research systems, dashboards, and operating rhythms in fast-moving environments.
•Deep qualitative and quantitative research expertise (interviews, surveys, segmentation, driver analysis, win/loss research).
•Proficiency with SQL and analytics tools including Looker and Databricks, plus experience working with survey and customer feedback systems.

Experience:8+ yearsFintechPaymentsB2B SaaSMarket researchCompetitive intelligenceVoCNPS

Skills:Strategic leadershipAnalytical storytellingStakeholder managementTeam leadershipInfluencing

Tech Stack:SQLLookerDatabricksAISurvey platformsCustomer feedback systems

Company Brief

Airwallex

Airwallex is a global payments and financial platform that provides business accounts, cross-border payments, treasury, corporate cards, and embedded finance APIs to help companies manage global financial operations and scale internationally.

Industry: Fintech Infrastructure

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: Singapore, Singapore

Founded: 2015

Glassdoor: 3.7

Website LinkedIn Glassdoor

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Airwallex

3 days ago

Global Customer Insights Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 18 hours agoStatus: Live

Job Summary

Location: London

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Establish the charter, roadmap, metrics, and governance for a trusted, scalable global customer insights function.
•Own the end-to-end global NPS program, including survey design, driver analysis, executive reporting, and action planning.
•Partner with Product to surface customer pain points, validate opportunities, prioritize the roadmap, and measure product launch customer impact.
•Build a disciplined customer listening system using interviews, surveys, feedback channels, support themes, sales signals, and product usage data, and maintain competitive dynamics visibility.
•Build dashboards and reporting systems with Data and Analytics teams and hire, develop, and lead a high-performing distributed insights team.

Key Requirements

•8+ years in customer insights, NPS/VoC, market research, competitive intelligence, strategy, consulting, fintech/payments, or B2B SaaS.
•Ability to operate at the executive level while staying close to customer research and data.
•Proven experience building or scaling customer insight programs, research systems, dashboards, and operating rhythms in fast-moving environments.
•Deep qualitative and quantitative research expertise (interviews, surveys, segmentation, driver analysis, win/loss research).
•Proficiency with SQL and analytics tools including Looker and Databricks, plus experience working with survey and customer feedback systems.

Experience:8+ yearsFintechPaymentsB2B SaaSMarket researchCompetitive intelligenceVoCNPS

Skills:Strategic leadershipAnalytical storytellingStakeholder managementTeam leadershipInfluencing

Tech Stack:SQLLookerDatabricksAISurvey platformsCustomer feedback systems

Company Brief

Airwallex

Industry: Fintech Infrastructure

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: Singapore, Singapore

Founded: 2015

Glassdoor: 3.7

Website LinkedIn Glassdoor