Customer Insights Lead at Airwallex

San Francisco, California, United States

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$170,000 – $200,000Compensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Payments, Financial ServicesIndustries

Requirements

10+ years in customer insights, market research, competitive intelligence, or strategy within high-growth tech, fintech, or B2B SaaS

Responsibilities

Establish the charter, metrics, and governance for a trusted customer and competitive intelligence hub
Prioritize the highest-impact questions with Product, GTM, Strategy, Ops, and Executive teams
Lead customer segmentation, persona mapping, and win/loss analysis
Personally conduct interviews, surveys, and VoC programs to understand why customers choose, expand with, or leave us
Build a repeatable process to monitor key competitors and market movements, and maintain dashboards in Looker/Databricks
Own executive-ready outputs such as the quarterly “Who We Win and Why” report and timely briefings for leadership and Investor Relations
Provide data-backed narratives for fundraising, M&A, earnings, and board materials
Build and scale the team: Hire, mentor, and manage a global bench of analysts, researchers, and competitive intelligence specialists across time zones
Stand up best-in-class tools and processes for survey collection, data analysis, visualization, sentiment mining, and knowledge sharing

Skills

Key technologies and capabilities for this role

Customer InsightsData AnalyticsOperations StrategyAIProduct ManagementSales StrategyMarketing AnalyticsCross-functional Collaboration

Questions & Answers

Common questions about this position

What is the salary range for the Customer Insights Lead role?

The salary range is $170K - $200K.

Is this role remote or hybrid, and where is it based?

The role is hybrid and based in San Francisco, CA.

What key skills and experiences are required for this position?

The role requires expertise in customer interviews, surveys, data analysis, executive reporting, customer segmentation, persona mapping, and win/loss analysis, along with strong stakeholder partnership skills.

What is the company culture like at Airwallex?

Airwallex values successful builders with founder-like energy, real impact, accelerated learning, ownership, strong expertise, sharp thinking, humility, collaboration, fast execution with good judgment, curiosity, and using AI to solve problems.

What makes a strong candidate for this Customer Insights Lead role?

Strong candidates have founder-like energy, the ability to establish new functions like the first Customer Insights team, skills in prioritizing high-impact questions with executives, and experience scaling distributed teams.

Airwallex

Cross-border payment solutions for businesses

About Airwallex

Airwallex provides cross-border payment solutions for businesses of all sizes, including small to medium-sized enterprises and large corporations. The company offers a range of financial services such as multi-currency accounts, international money transfers, foreign exchange services, and payment gateway solutions. These services are designed to facilitate efficient and cost-effective international transactions. Airwallex uses advanced technology to ensure that these transactions are fast and secure. Unlike many competitors, Airwallex focuses on building financial infrastructure that supports the digital economy, allowing businesses to operate seamlessly across borders. The company's goal is to simplify global payments and make them accessible to businesses worldwide.

Eastern District, Hong KongHeadquarters

2015Year Founded

$877.4MTotal Funding

SERIES_ECompany Stage

FintechIndustries

1,001-5,000Employees

Benefits

Hybrid Work Options

Employee Equity Programs

Risks

Increased competition from fintech startups could erode Airwallex's market share.

Regulatory scrutiny in Asia-Pacific, especially China, may impact Airwallex's operations.

Volatility in foreign exchange rates poses a risk to Airwallex's revenue streams.

Differentiation

Airwallex offers a comprehensive suite of cross-border payment solutions for businesses.

The company integrates financial services into platforms, enhancing customer experience and efficiency.

Airwallex's global presence with ten international offices supports its expansive service offerings.

Upsides

Airwallex reported an 83% revenue increase in APAC, showcasing strong regional growth.

The partnership with Carwow enhances Airwallex's visibility and operational efficiency in the UK.

Airwallex's expansion in EMEA with new offices boosts its international market presence.

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