Full-Time
Global Customer Insights Lead
Posted on 5/28/2026
Airwallex
1,001-5,000 employees
Cross-border payments platform for businesses
Compensation Overview
$170k - $220k/yr
San Francisco, CA, USA
In Person
 Business & Strategy (1) |
|---|
- 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
- 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
- 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.
Airwallex provides cross-border payment tools for businesses, including multi-currency accounts, international transfers, foreign exchange, and payment gateway services via an API. Businesses use a centralized, API-driven platform to hold multiple currencies, move money internationally, convert currencies at competitive rates, and integrate payments into their apps or websites. It differentiates itself by offering treasury, transfers, FX, and gateway capabilities in one platform designed for businesses, prioritizing speed, security, and cost efficiency. Its goal is to enable seamless, scalable global payments for companies of all sizes and simplify international cash flows.
Company Size
1,001-5,000
Company Stage
Series G
Total Funding
$1.6B
Headquarters
Singapore, Singapore
Founded
2015
Simplify's Take
What believers are saying
- Revenue exceeded $1 billion in October 2025, with 90% year-over-year growth.
- Licensed in 12 new markets during 2025, including France, Canada, Japan, and Brazil.
- The billing and point-of-sale launches expand wallet share beyond core payments.
What critics are saying
- Stripe and Adyen already dominate billing and multinational payments infrastructure.
- Regulatory scrutiny over AML/CFT compliance can delay launches and raise operating costs.
- Rapid expansion across new licensed markets increases execution, licensing, and compliance risk.
What makes Airwallex unique
- Airwallex offers payments, treasury, cards, spend, and embedded finance on one platform.
- Its proprietary financial infrastructure supports local accounts and multi-currency settlement across markets.
- It targets cross-border businesses, especially globally distributed SMBs and enterprises.
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Growth & Insights and Company News
6 month growth
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↓ -1%2 year growth
↓ -2%Airwallex taps Carolyn Renzin to lead global Regulatory and Compliance efforts. The company plans to raise compliance spending this year as it scales regulated operations across multiple markets. Get the hottest Fintech Singapore News once a month in your Inbox Airwallex has named Carolyn Renzin as Chief Regulatory and Compliance Officer as it expands across major global markets. Based in New York, Renzin will lead the company's global regulatory and compliance programme. Renzin joins from FanDuel, where she served as Chief Legal and Compliance Officer during a period of rapid growth in the online betting and gaming sector. Prior to that, she spent more than six years at JPMorgan Chase, where she worked on regulatory engagement and compliance remediation following the global financial crisis. Her appointment comes as Airwallex broadens its regulated product suite in the U.S., including the recent launch of Airwallex Yield through its registered broker-dealer, Airwallex Capital US LLC. Airwallex holds more than 85 licences and permits across North America, Europe, the Middle East and Asia Pacific. In 2026, it expects to increase compliance spending by 70 percent year on year and grow its dedicated regulatory and compliance team by about 50 percent. Airwallex is also using AI agents to support KYC, KYB, anti-money laundering checks and transaction monitoring. "Our customers are operating across more markets, moving faster, and adopting AI-driven financial workflows that didn't exist two years ago. As we expand the range of financial products and services we offer globally, that velocity and complexity raises the bar for how we manage risk and compliance. Our customers expect us to set that bar, not just meet it. Carolyn's experience building compliance programs at scale, across both traditional banking and high-growth technology, is exactly what this moment requires." said Jack Zhang, Co-founder and CEO, Airwallex. Jeanette Chan will remain Chief Legal Officer and continue to lead Airwallex's global legal strategy, product and commercial counsel, and licensing initiatives. Featured image: Edited by Fintech News Singapore, based on image by Borin via Freepik
Airwallex, a global financial platform, has appointed Carolyn Renzin as Chief Regulatory and Compliance Officer. Based in New York, Renzin will lead the company's global regulatory and compliance programme as it expands across the US, Europe, Latin America and other markets. The appointment follows Airwallex's recent launch of Airwallex Yield through its registered broker-dealer. The company holds 85+ licences globally and plans to increase compliance expenditure by 70% year-on-year in 2026, whilst expanding its compliance team by approximately 50%. Renzin brings over 25 years of regulatory and compliance experience, most recently serving as Chief Legal and Compliance Officer at FanDuel. She previously spent six years at JPMorgan Chase implementing compliance solutions during post-financial crisis regulatory scrutiny. Airwallex has integrated specialised AI agents to augment KYC, AML and transaction monitoring functions.
Only 10% of EU startups make it to Series A. What are they doing right? Zee April 7, 2026 Less than 10% of VC backed startups in Europe make it to Series A, according to research from Tech Nation, which describes it as one of the toughest transitions in the startup life cycle. Tech Nation, powered by Founders Forum Group and in partnership with Airwallex, has launched The Scaleup Playbook: The Inside Track to Series A. The guide uses insights from more than 300 European tech founders. Those founders include Eléonore Crespo of Pigment, Johannes Reck of GetYourGuide, Murvah Iqbal of HIVED and Hamish Shephard of Bridebook and HelloFresh UK. They explain what changes between Seed and Series A, from product market fit to hiring and financial discipline. Early excitement is not enough because Series A requires solid proof. What really changes between Seed and Series A? At Seed stage, investors often put money behind a story or a vision. At Series A, they expect evidence. Founders need to show that customers want the product and will pay for it. That is product market fit in practice, it doesn't end at theory. Eléonore Crespo, co founder of Pigment, says founders must be honest about what the data tells them. "At Series A, it becomes about showing repeatability. You need to prove that what worked once can work again and again," she says in The Scaleup Playbook. Johannes Reck, co founder and chief executive of GetYourGuide, also speaks about discipline. "Early on, speed is everything. Later, it is about building an organisation that can execute consistently," he says. Investors want to see a company that can grow without breaking. Murvah Iqbal, founder of HIVED, says the bar is higher than many expect. "You have to move from selling a vision to selling results. That means strong metrics, clear unit economics and a team that can deliver," she says. Are founders too optimistic at Seed stage? Optimism helps founders leave secure jobs and build new products, but it can also create blind spots - Hamish Shephard, founder of Bridebook and co founder of HelloFresh UK, says founders often underestimate how much scrutiny comes at Series A. "Seed investors may buy into the dream. Series A investors want to see the engine," he says. Revenue growth, customer retention and cost control all come under review. The Playbook explains that many startups stall because they scale too early. They hire quickly, spend heavily on marketing and enter new markets before they have solid foundations. When growth slows or costs rise, the numbers no longer stack up. Tech Nation says building financial foundations is essential. Founders need a strong view of cash flow, runway and margins. Without that discipline, even a popular product can run out of money before it reaches the next funding round. Is hiring the wrong team holding startups back? People decisions often make or break the jump to Series A. In the early days, small teams move fast and take on many tasks. At Series A, investors expect a leadership team that can manage growth, which often means bringing in experienced operators. Johannes Reck says structure becomes more important as a company grows. "You need clarity on who owns what. Accountability cannot be fuzzy once you are scaling," he says. Murvah Iqbal says culture must evolve. "The mindset shifts from scrappy survival to disciplined execution," she says. That change can be uncomfortable for founders who enjoyed the chaos of the early stage. The Scaleup Playbook also says founders must learn to delegate. Holding on to every decision slows growth and weakens trust within the team. What separates the 10% who make it? According to Tech Nation, the startups that reach Series A share common traits. They prove product market fit with data. They understand their unit economics by building teams that can handle growth. They use fundraising as a milestone, instead of treating it as the end goal. Eléonore Crespo says, "Series A is not a reward for trying hard. It is capital for companies that have shown they can scale." Less than 10% make it through. The number is small and investors only go off of proof. Founders who understand that early give themselves a better chance of turning ambition into a funded Series A reality.
Airwallex has appointed Elana Rubin AM as independent chair of its Australian board and former New Zealand Prime Minister Sir Bill English as an independent non-executive director. Both appointments are effective immediately. Rubin brings extensive experience from roles including chair of Afterpay and AustralianSuper, and directorships at Telstra and Mirvac. She currently sits on the Reserve Bank of Australia Governance Board. English, who served as New Zealand's finance minister for eight years before becoming prime minister, was recently appointed chair of Airwallex's New Zealand board. Airwallex serves over 40,000 Australian businesses including Qantas and Canva, facilitating $39 billion in annual payments. The fintech platform, founded in Melbourne in 2015, now operates across 26 offices with over 2,200 employees globally.
Airwallex, a Melbourne-founded fintech firm, has received e-money issuing and Class A licenses from Bank Negara Malaysia, enabling a full commercial launch. The approvals expand on its existing Class B money services business license and registered merchant acquirer status. The expanded permissions allow Airwallex to offer multicurrency accounts, foreign exchange and cross-border payouts through one platform. The company grew its Malaysia team 66% in 2025, plans to double headcount in 2026, and processed over RM2 billion ($494.2 million) in remittance transaction volume in 2025. The approval follows similar licenses granted to B2B payments platform XTransfer and wealth-tech firm iFast, reflecting Malaysia's regulatory push to attract specialised digital financial services for cross-border trading businesses.