Vice President of Product Payments Experience & Customer Loyalty in London

At Flywire, we’re seeking a Vice President, Product Payments Experience & Customer Loyalty to define and lead the end-to-end payer experience across our global payments platform. Reporting directly to the Chief Payments Officer, this executive leader will own every customer-facing payment experience, from checkout through payment confirmation, while building Flywire’s long-term payer loyalty strategy.

This role is responsible for increasing payment conversion, improving customer satisfaction, reducing friction, and creating experiences that encourage millions of global payers to choose Flywire again and again. This is an exceptional opportunity for an experienced product executive who combines deep payments expertise with world-class consumer product leadership and has a passion for building elegant, scalable, AI-enabled payment experiences.

• Define the vision and strategy for every payer-facing payment experience across Flywire.
• Own Hosted Payment Pages, Checkout, payment flows, translations, notifications, email communications, and overall UX.
• Establish global quality standards and ensure consistent experiences across all products and regions.
• Improve payment completion, conversion, and customer satisfaction through continuous optimization.
• Lead localization strategies across highly regulated global markets including India, China, and other complex regions.
• Build Flywire’s first global payer loyalty strategy.
• Increase repeat payment behaviour through frictionless returning payer experiences.
• Develop loyalty metrics including repeat usage, retention, re-engagement, and lifetime value.
• Partner with Payments Monetization to balance customer experience with sustainable business outcomes.
• Evaluate innovative loyalty initiatives, referrals, personalised experiences, and value-added payment services.
• Lead consolidation of fragmented payer experiences into a unified global platform.
• Define long-term experience architecture alongside Platform Engineering.
• Prioritise modernization initiatives that improve scalability, maintainability, and user experience.
• Simplify customer journeys while reducing operational complexity.
• Serve as Flywire’s executive advocate for the payer.
• Translate customer feedback, behavioural insights, and market trends into product investments.
• Partner with Payments Performance & Insights to identify friction and optimisation opportunities.
• Influence strategic decisions across Product, Platform Engineering, Network, Operations, and Commercial teams.
• Lead and develop a global Product Management organisation.
• Foster a culture of experimentation, rapid learning, and data-driven decision making.
• Partner closely with Engineering, Design, Analytics, Payments Network, Operations, and Commercial leaders.
• Drive AI-first product development practices, leveraging AI-assisted product discovery, personalisation, and rapid iteration throughout the product lifecycle.

Executive presence with the ability to influence senior leadership, executive committees, and Board-level stakeholders. Knowledge of regulated payment markets including India, China, or similar international markets. Extensive experience owning global consumer payment products or fintech platforms serving millions of users. Experience partnering with engineering organisations to deliver highly scalable payment platforms. Passion for building inclusive, high-performing teams and developing future product leaders.

15+ years of Product Management experience with at least 5 years leading organisations at the Vice President level or equivalent. Deep understanding of UX, product design, localisation, accessibility, and customer-centric product development. Strong product strategy background with experience modernising large-scale platforms and consolidating legacy products. Proven success improving payment conversion, customer engagement, and user experience across complex international payment ecosystems. Demonstrated experience building customer loyalty, retention, or recurring engagement programmes within payments or financial technology. Strong analytical mindset with experience leveraging experimentation, product analytics, customer insights, and AI-enabled product development.

Technologies We Use (Preferred Experience): Figma, Jira & Confluence, Global Payments Platforms, Payment APIs, Cloud-native SaaS Platforms, Data & Customer Insights Platforms.