Global Customer Insights Lead

About the role

The role of Global Customer Insights Lead is being launched within Airwallex's Operations Strategy team. This position is based in San Francisco, CA.

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
• 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

Requirements

• 8+ years in customer insights, market research, competitive intelligence, top-tier consulting or strategy within high-growth tech, fintech, or B2B SaaS
• Hands-on researcher: sourcing participants, conducting interviews, running surveys/VoC, analyzing data, and writing concise reports
• Strong analytical foundation and storytelling ability; adept at synthesizing qualitative and quantitative signals into clear recommendations
• Proven experience standing up new teams, processes, or tooling in ambiguous, fast-moving environments
• Excellent stakeholder management; able to partner with Product, Sales, Marketing, Ops, and executive leaders
• Proficiency with research and analytics tools such as Qualtrics/Typeform, SQL, and BI/data platforms like Looker and Databricks
• Strong presentation skills

Qualifications

• Experience building and leading distributed/global insights or research teams across time zones
• Deep familiarity with payments/fintech customer journeys and market dynamics
• Track record producing C-suite and investor-facing deliverables (e.g., win/loss, market models, investment narratives)
• Comfort designing scalable processes, dashboards, and knowledge systems from scratch
• Willingness to flex hours to collaborate globally and to travel as needed