Global Customer Insights Lead

Job description

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 – including Brex, Navan, Qantas, SHEIN and many more – 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. Valued at US$11 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is leading the charge in building the global payments and financial platform of the future. If you’re ready to do the most ambitious work of your career, join us. 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 https://www.airwallex.com/us/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. Here, you’ll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let’s build what’s next. 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. You will own our global NPS and customer insight agenda, build and lead a high-performing insights team from the ground up, partner closely with Product and senior leadership, and define how AI can be applied responsibly to scale research, feedback analysis, competitive monitoring, and knowledge sharing across the organization. This role is based in London, UK. 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 http://airwallex.com email address. Please apply only through careers.airwallex.com http://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.