At a Glance
- Tasks: Lead global customer insights, shaping product direction and enhancing customer experience.
- Company: Join Airwallex, a pioneering fintech company transforming global payments.
- Benefits: Competitive salary, diverse team, and opportunities for professional growth.
- Other info: Collaborate with top talent across 27 global offices.
- Why this job: Make a real impact by driving customer understanding in a fast-paced environment.
- Qualifications: 8+ years in customer insights or related fields, with strong analytical skills.
The predicted salary is between 80000 - 100000 £ per year.
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.
Attributes We Value
- We hire successful builders with founder‑like energy who want real impact, accelerated learning, and true ownership.
- You bring strong role‑related expertise and sharp thinking, and you’re motivated by our mission and operating principles.
- You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor.
- You’re humble and collaborative; turn zero‑to‑one ideas into real products, and you “get stuff done” end‑to‑end.
- You use AI to work smarter and solve problems faster.
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. 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.
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. 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. If you have a disability or special need that requires accommodation, please let us know.
Global Customer Insights Lead employer: Fossepark
OCS is an excellent employer, offering a supportive work culture where every team member plays a vital role in maintaining clean and safe public spaces. With full on-site training provided, employees have ample opportunities for growth and development, making it a rewarding place to work in Swadlincote.
StudySmarter Expert Advice🤫
We think this is how you could land Global Customer Insights Lead
✨Get to Grips with Data Visualisation Tools
If you're aiming for a full-time role in business intelligence, brush up on your skills with popular data visualisation tools like Tableau or Power BI. Showcasing projects where you've transformed raw data into clear visual insights can give you a real edge.
✨Join Local Business Intelligence Meetups
Look for local business intelligence meetups or analytics conferences in your area. These events are not just great for learning but also for networking with industry professionals who could lead you to opportunities at companies like Fossepark!
✨Engage with Online BI Communities
Join online forums or communities focused on business intelligence—think LinkedIn groups, Reddit threads, or even dedicated Slack channels. Engage actively by sharing your insights and asking questions; this can help you build visibility and connect with potential employers.
✨Leverage Your University’s Career Support
If you're a recent graduate, definitely tap into your university's career services. Many have connections with companies in need of full-time BI specialists, and they can guide you on how to pitch yourself effectively—don't miss out on that!
We think you need these skills to ace Global Customer Insights Lead
Some tips for your application 🫡
Highlight Your Analytical Skills:In the business intelligence field, showcasing your analytical skills is a must. Make sure your CV includes relevant experience with data analysis tools, programming languages like SQL or Python, and any projects where you've interpreted complex data sets to drive business decisions.
Showcase Your Business Acumen:Don't just focus on data; show us how you can apply your insights to real-world business problems. Highlight projects where you made a tangible impact on company performance, and be prepared to explain your thought process in your cover letter.
Tailor Your Documents for Us:When applying for a full-time role at Fossepark, tailor your CV and cover letter to reflect our organisational goals and strategies. Mention specific tools and methodologies that align with what we do—this shows you’ve done your homework and are genuinely interested in our mission!
Include Relevant Certifications:Certifications like Google Data Analytics or similar qualifications can really make you stand out in business intelligence. Include these in your application, as they demonstrate your commitment to the field and your willingness to stay current with industry standards.
How to prepare for a job interview at Fossepark
✨Show off your analytical skills
In a business intelligence role, you're going to need to demonstrate your analytical prowess. Be prepared to discuss specific tools you've used, like SQL, Tableau, or Power BI. Have real-world examples ready where you’ve turned data into actionable insights – this is what makes us shine in interviews!
✨Practice your technical know-how
Expect some technical questions during the interview that dive deep into your understanding of data modelling and analytics frameworks. Brush up on your knowledge of data warehousing concepts and be ready to tackle any real case scenarios they might present. They’ll want to see how you approach problems using your BI toolkit.
✨Portfolio of Projects
Since it's a full-time role, having a strong portfolio is key! Compile case studies demonstrating your previous projects, preferably showing how your insights led to business improvements. This can help us display how you think through complex datasets and your problem-solving process, which is what employers are keen on seeing.
✨Know their business model
Get familiar with Fossepark’s business model and recent data-driven decisions. Be prepared to discuss how your skills can specifically support their objectives or challenges. Understanding their landscape shows that you’re not just a data buff, but you’re also genuinely interested in how BI can impact their bottom line.
