Global Customer Insights Lead

About Airwallex

Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 250,000 businesses worldwide with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale. Proudly founded in Melbourne, we have a team of over 2,300 of the brightest and most innovative people in tech across 27 offices around the globe.

About the Role

As our founding Global Customer Insights Lead, you will establish the company's definitive source of truth for customer understanding, spanning NPS, competitive intelligence, and executive-level insight. This is a high-impact strategic leadership role for a curious, rigorous thinker who thrives at the intersection of data and narrative. You will stay close to our customers, synthesize qualitative and quantitative signals, and translate insight into decisions that meaningfully shape product direction, customer experience, go-to-market priorities, and overall company strategy.

What You Will Do

• Establish the charter, roadmap, metrics, and governance for a trusted and scalable global customer insights function.
• Own the company-wide NPS program end-to-end, including survey design, driver analysis, executive reporting, and action planning in partnership with business owners.
• Partner closely with Product to surface customer pain points, validate opportunities, inform roadmap prioritization, and measure the customer impact of product launches.
• Lead customer segmentation, persona development, journey analysis, and win/loss research to clarify who we serve, why we win, and where we need to improve.
• Build a disciplined customer listening system that draws from interviews, surveys, feedback channels, support themes, sales signals, and product usage data.
• Maintain a clear and current view of competitive dynamics and customer switching behavior to help leadership understand where we are differentiated and where we are at risk.
• Translate complex customer insights into compelling executive narratives for leadership reviews, board materials, investor discussions, strategic planning, and major company decisions.
• Partner with Marketing and GTM teams to sharpen customer understanding, refine positioning, strengthen proof points, and identify growth opportunities.
• Build dashboards and reporting systems in close partnership with Data and Analytics teams, leveraging tools such as Looker, Databricks, SQL, and AI-enabled analysis workflows.
• Hire, develop, and lead a high-performing distributed team of researchers, analysts, and competitive intelligence specialists across time zones.
• Set and uphold the standard for quality insight work with rigorous methods, practical recommendations, clear storytelling, and measurable business impact.

Who You Are

Minimum Qualifications

• 8+ years of experience in customer insights, NPS/VoC, market research, competitive intelligence, strategy, consulting, fintech, payments, or B2B SaaS.
• A strategic leader who can operate effectively at the executive level while remaining close to the details of customer research and data.
• Proven experience building or scaling insight programs, research systems, dashboards, operating rhythms, or teams in fast-moving and ambiguous environments.
• Deep expertise in qualitative and quantitative research methods, including customer interviews, surveys, segmentation, driver analysis, and win/loss research.
• Strong product partnership experience, with a track record of turning customer evidence into actionable roadmap input and product strategy recommendations.
• Exceptional analytical and storytelling skills, with the ability to synthesize complex, multi-source signals into clear, concise, and decision-ready recommendations.
• Proficiency with data and analytics tools, including SQL, Looker, Databricks, survey platforms, and customer feedback systems.
• Practical fluency with AI tools and methodologies, including leveraging AI to enhance research synthesis, sentiment mining, competitive monitoring, knowledge management, and insight workflows.
• Strong stakeholder management and influencing skills across Product, Marketing, GTM, Strategy, Data, and executive teams.
• Demonstrated experience hiring, managing, and coaching high-performing distributed teams.

Preferred Qualifications

• Background in fintech, payments, financial services, or high-growth B2B technology.
• Track record of producing C-suite, board, or investor-facing insight deliverables.
• Experience owning or transforming a global NPS, VoC, or customer listening program.
• Comfort operating across time zones and collaborating effectively with global teams.

Applicant Safety Policy: Fraud and Third-Party Recruiters

To 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. Airwallex does not accept unsolicited resumes from search firms/recruiters.

Equal opportunity

Airwallex 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.