Vice President of Product & Customer Loyalty

• At Flywire, we’re seeking a Vice President, Product Payments Experience & Customer Loyalty to define and lead the end-to-end payer experience across our global payments platform
• Reporting directly to the Chief Payments Officer, this executive leader will own every customer-facing payment experience, from checkout through payment confirmation, while building Flywire’s long-term payer loyalty strategy
• This role is responsible for increasing payment conversion, improving customer satisfaction, reducing friction, and creating experiences that encourage millions of global payers to choose Flywire again and again
• This is an exceptional opportunity for an experienced product executive who combines deep payments expertise with world-class consumer product leadership and has a passion for building elegant, scalable, AI-enabled payment experiences
• Define the vision and strategy for every payer-facing payment experience across Flywire
• Own Hosted Payment Pages, Checkout, payment flows, translations, notifications, email communications, and overall UX
• Establish global quality standards and ensure consistent experiences across all products and regions
• Improve payment completion, conversion, and customer satisfaction through continuous optimization
• Lead localization strategies across highly regulated global markets including India, China, and other complex regions
• Build Flywire’s first global payer loyalty strategy
• Increase repeat payment behavior through frictionless returning payer experiences
• Develop loyalty metrics including repeat usage, retention, re-engagement, and lifetime value
• Partner with Payments Monetization to balance customer experience with sustainable business outcomes
• Evaluate innovative loyalty initiatives, referrals, personalized experiences, and value-added payment services
• Lead consolidation of fragmented payer experiences into a unified global platform
• Define long-term experience architecture alongside Platform Engineering
• Prioritize modernization initiatives that improve scalability, maintainability, and user experience
• Simplify customer journeys while reducing operational complexity
• Serve as Flywire’s executive advocate for the payer
• Translate customer feedback, behavioral insights, and market trends into product investments
• Partner with Payments Performance & Insights to identify friction and optimization opportunities
• Influence strategic decisions across Product, Platform Engineering, Network, Operations, and Commercial teams
• Lead and develop a global Product Management organization
• Foster a culture of experimentation, rapid learning, and data-driven decision making
• Partner closely with Engineering, Design, Analytics, Payments Network, Operations, and Commercial leaders
• Drive AI-first product development practices, leveraging AI-assisted product discovery, personalization, and rapid iteration throughout the product lifecycle

Executive presence with the ability to influence senior leadership, executive committees, and Board-level stakeholders

Knowledge of regulated payment markets including India, China, or similar international markets

Extensive experience owning global consumer payment products or fintech platforms serving millions of users

Experience partnering with engineering organizations to deliver highly scalable payment platforms

Passion for building inclusive, high-performing teams and developing future product leaders
15+ years of Product Management experience with at least 5 years leading organizations at the Vice President level or equivalent

Deep understanding of UX, product design, localization, accessibility, and customer-centric product development

Strong product strategy background with experience modernizing large-scale platforms and consolidating legacy products

Proven success improving payment conversion, customer engagement, and user experience across complex international payment ecosystems

Demonstrated experience building customer loyalty, retention, or recurring engagement programs within payments or financial technology

Strong analytical mindset with experience leveraging experimentation, product analytics, customer insights, and AI-enabled product developmentAI-powered Product Development & Personalization Product Analytics (Amplitude, Mixpanel, Looker, Tableau)
Experimentation & A/B Testing Platforms Technologies We Use (Preferred Experience):

Figma Jira & Confluence Global Payments Platforms Payment APIsCloud-native SaaS Platforms Data & Customer Insights Platforms