{"id":3444458,"url":"https://alion.io/job/airwallex-senior-manager-operations-strategy-customer-experience","title":"Senior Manager, Operations Strategy (Customer Experience)","company":{"id":3358,"name":"Airwallex","domain":"airwallex.com","url":"https://alion.io/company/airwallex","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":86,"open_postings":171,"ghost_share":0,"stale_share":0.333,"repost_share":0.018,"time_to_fill_p50_days":76,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Finance","role_family":"Finance","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Singapore"],"countries":["SG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":60000,"max_usd":117000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":16},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2025-10-22T03:22:39Z","employer_posted_date":"2025-10-22","last_verified_at":"2026-11-02T01:28:14Z","board_verified":true,"closed_at":null,"days_open":375,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":375},"description":"About Airwallex\nAirwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 675,000 businesses, including McLaren Racing, Qantas, SHEIN, and TikTok, use us, directly or through our platform partners, to run their financial operations or build and monetize financial products of their own.\nWe started in Melbourne in 2015 to build the infrastructure global commerce runs on. We're the regulated backbone behind global payments: not by accident, but by design. A decade plus, 85+ licenses, and a financial infrastructure spanning North America, Europe, the Middle East, and Asia-Pacific.\nWe're co-headquartered in San Francisco and Singapore, with more than 2,700 people across 27 offices. We hire builders with founder-level energy, people who move fast with good judgment, dig in with real curiosity, and make calls from first principles rather than waiting to be told what to do. Read our operating principles to see it in full.\nSenior Manager, Operations Strategy (Customer Experience)\nHow you'll make impact\nAs Senior Manager, Operations Strategy (Customer Experience), you’ll shape how Airwallex is perceived by customers and the broader market. You’ll design and implement qualitative and quantitative research methodologies, evaluate Airwallex’s positioning through direct customer engagement, and turn customer feedback into clear, data-driven recommendations for senior management. Working closely with Product, Engineering, Commercial, and other cross-functional teams, you’ll help integrate customer insights into product development and service improvements while staying close to fintech industry trends and customer experience best practices.\nLead qualitative and quantitative customer experience research, including interviews, surveys, and data analysis, to capture a comprehensive view of customer needs and perceptions.\n\nDesign and establish user research methodologies for Airwallex, creating consistent and effective approaches to gathering customer insights.\n\nConduct customer interviews to understand how customers assess Airwallex and how they position us in the market.\n\nAnalyse and synthesise customer feedback to identify key trends and actionable insights that inform product and business strategy.\n\nPresent research findings and recommendations to senior management in a clear, compelling, and data-driven way.\n\nPartner with Product, Engineering, Commercial, and other cross-functional teams to integrate customer insights into product and service improvements.\n\nMonitor and report on key customer experience metrics, identifying opportunities for continuous improvement and innovation.\n\nYou’ll work on site in our Singapore office five days a week.\nWhat we're looking for\nEssentials\n5-10 years of relevant experience in customer experience, user research, strategy, consulting, or a related field.\n\nProven expertise in designing and executing user research methodologies, including customer interviews, surveys, and feedback analysis.\n\nStrong analytical skills, with the ability to interpret qualitative and quantitative data and translate insights into business recommendations.\n\nExcellent written and verbal communication skills in English, with the ability to present findings clearly to senior stakeholders.\n\nExperience working with cross-functional teams in a high-growth environment.\n\nPreferred\nExperience in the fintech, payments, B2B SaaS, or financial technology industry.\n\nExperience at a top consulting firm.\n\nFamiliarity with CRM systems and data-driven customer insight tools.\n\nKnowledge of regulatory issues, including KYC and AML.\n\nAn advanced degree in a relevant field.\n\nYou'll thrive here if\nYou're comfortable owning the roadmap yourself.\n\nYou own the outcome and you don't wait for permission to fix what's broken.\n\nYou stay close to your industry, follow trends, and bring outside perspective into your work.\n\nYou connect dots across functions and hold the big picture without losing grip on the details.\n\nYou come to the table with a point of view, not just a problem.\n\nLearn more about your team\nMost strategy roles hand you a slide deck. This one hands you the keys.\nStrategy & Operations finds the next point of leverage in a hyper-growth fintech, then builds the system to capture it. We spot opportunities early, design how Airwallex scales into them, and turn that vision into the machinery that drives revenue across markets and products.\nYou'll get the kind of access most people wait a decade for: a direct line to the growth engine, work that spans every function, and the freedom to own ambiguous, high-stakes problems end to end.\nAnd you won't do it the old way. We arm our people with AI to move faster than teams ten times our size, modeling, researching, and shipping at a pace that creates an unfair advantage.\nIf you want to do the best work of your career on problems that actually matter, build with us.\nApplicant Safety Policy: Fraud and Third-Party Recruiters\nTo protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com email address. Please apply only through careers.airwallex.com or our official LinkedIn page.\nAirwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary.\nEqual opportunity\nAirwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. 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