Airwallex · 2 months ago
Customer Insights Lead
US - San Francisco
Full-time
Onsite
Senior Level, Lead/Staff
$170K/yr - $200K/yr
10+ years expAirwallex is a unified payments and financial platform for global businesses, empowering over 150,000 businesses worldwide. They are seeking a Customer Insights Lead to establish a new insights function, focusing on customer and competitive intelligence to inform key product and investment decisions.
FinanceFinancial ServicesFinTechPayments
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
Qualification
Required
10+ years in customer insights, market research, competitive intelligence, 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
Preferred
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
Company
Airwallex
Airwallex is a global payments and financial platform that provides business accounts, payment solutions, and spend management tools.
1001-5000 employees
H1B Sponsorship
Airwallex has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (16)
2024 (6)
2022 (2)
Funding
Current Stage
Late StageTotal Funding
$1.53BKey Investors
AdditionSquare Peg CapitalLone Pine Capital
2025-12-08Series G· $330M
2025-05-21Series F· $150M
2025-05-21Secondary Market· $150M
Leadership Team
Jack Zhang
Co-Founder & CEO
Jacob Dai
Co-Founder & CTO
Recent News
2026-01-11
Mobile World Live
2026-01-06
2026-01-06
Company data provided by crunchbase