Global Customer Insights Lead

Global Customer Insights Lead Jobs in London at Airwallex 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, Rippling, 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.

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. 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.

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.

• 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
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