## Customer Insights Lead at Airwallex: Shape the Future of Global Finance Are you a passionate and experienced customer insights leader looking to make a significant impact in a rapidly growing global fintech company? Airwallex is seeking a founding Customer Insights Lead to build and scale a world-class customer and competitive intelligence function. In this role, you will be the voice of the customer, driving strategic decisions across the organization. ### Role Overview As the Customer Insights Lead, you will be responsible for establishing the charter, metrics, and governance for a trusted customer and competitive intelligence hub. You will partner with senior stakeholders across Product, GTM, Strategy, Operations, and Executive teams to prioritize the highest-impact questions. Your work will directly influence product development, go-to-market strategies, and investment decisions. This is a unique opportunity to build a team from the ground up, hire and mentor analysts and researchers, and implement best-in-class tools and vendors. You will own executive-ready outputs, such as the quarterly “Who We Win and Why” report, and provide data-backed narratives for fundraising, M&A, and board materials. ### A Day in the Life * **Morning:** You start your day by reviewing recent customer feedback from surveys and interviews. You identify a key theme related to a new product feature and prepare a brief summary for the Product team. * **Mid-day:** You meet with the Head of Strategy to discuss the competitive landscape and identify potential threats and opportunities. You share insights from your competitive intelligence dashboard and brainstorm strategies to differentiate Airwallex from its competitors. * **Afternoon:** You conduct a win/loss analysis interview with a recent customer. You uncover valuable insights into their decision-making process and identify areas where Airwallex can improve its sales and marketing efforts. * **Late Afternoon:** You work with your team to prepare the quarterly “Who We Win and Why” report for the executive team. You ensure that the report is data-driven, insightful, and actionable. ### Why San Francisco? San Francisco is a global hub for technology and innovation, making it the ideal location for Airwallex's US headquarters. The city offers a vibrant ecosystem of talent, investors, and partners. Being based in San Francisco allows you to: * **Access top talent:** San Francisco attracts some of the brightest minds in the world, providing a deep pool of potential candidates for your team. * **Network with industry leaders:** The city hosts numerous industry events and conferences, providing opportunities to connect with thought leaders and potential partners. * **Stay ahead of the curve:** San Francisco is at the forefront of technological innovation, allowing you to stay up-to-date on the latest trends and best practices. ### Career Path This role offers significant career growth potential. As the Customer Insights function grows, you will have the opportunity to: * **Expand your team:** You will be responsible for hiring and mentoring a team of analysts and researchers, building a world-class insights organization. * **Increase your influence:** Your insights will directly impact strategic decisions across the company, giving you a voice at the highest levels of the organization. * **Advance to leadership roles:** As Airwallex continues to grow, you will have opportunities to advance to leadership positions within the Strategy or Product organizations. ### Salary & Benefits Airwallex offers a competitive salary and benefits package, including: * **Competitive Salary:** The estimated salary range for this role in San Francisco is $180,000 - $250,000 per year. * **Equity:** You will receive equity in Airwallex, giving you a stake in the company's success. * **Comprehensive Benefits:** Airwallex offers a comprehensive benefits package, including health, dental, and vision insurance, paid time off, and a 401(k) plan. ### Airwallex Culture Airwallex is a fast-paced, innovative company with a strong focus on teamwork and collaboration. We are looking for individuals who are: * **Passionate:** You are passionate about customer insights and driven to make a difference. * **Analytical:** You have strong analytical skills and a data-driven mindset. * **Communicative:** You are an excellent communicator and presenter. * **Collaborative:** You are a team player and enjoy working with others. * **Results-oriented:** You are focused on achieving results and delivering value to the business. ### How to Apply If you are a qualified and passionate customer insights leader, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter through the Airwallex careers website. ### FAQ 1. **What is Airwallex?** Airwallex is the leading financial technology platform for modern businesses growing beyond borders. We empower businesses of all sizes to operate globally without the traditional constraints. 2. **What does Airwallex do?** Airwallex provides a single platform for payments, treasury, and spend management, enabling businesses to move money globally, accept payments in multiple currencies, and manage their finances efficiently. 3. **Why work at Airwallex?** Airwallex offers a dynamic and rewarding work environment with opportunities for growth and development. You'll be part of a talented team building the future of global finance. 4. **What are the company values?** Airwallex values innovation, customer focus, teamwork, and a commitment to excellence. We strive to create a culture where everyone can thrive. 5. **What is the interview process?** The interview process typically involves a phone screening, followed by interviews with the hiring manager and other team members. There may also be a case study or presentation. 6. **What are the career growth opportunities?** Airwallex is a rapidly growing company with numerous opportunities for career advancement. We are committed to investing in our employees and helping them reach their full potential. 7. **What is the work-life balance like?** Airwallex strives to provide a supportive work environment that enables employees to balance their work and personal lives. We offer flexible work arrangements and promote a culture of well-being. 8. **What is the dress code?** Airwallex has a casual dress code. We want our employees to be comfortable and focused on their work. 9. **What are the benefits like at Airwallex?** Airwallex offers comprehensive and competitive benefits including health, dental, and vision insurance, paid time off, and retirement plans. 10. **How does Airwallex promote diversity and inclusion?** Airwallex is committed to creating a diverse and inclusive workplace. We believe that a diverse team is a stronger team, and we actively promote equal opportunities for all employees. We look forward to receiving your application!