VP, Product Payments Experience & Customer Loyalty

The Opportunity

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.

What You'll Do

Own the Global Payer Experience

• 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.

Lead Customer Loyalty & Retention

• 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.

Drive Product Modernization

• 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.

Champion the Voice of the Customer

• 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.

Build High-Performing 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.

Here's What We're Looking For

• 15+ years of Product Management experience with at least 5 years leading organizations at the Vice President level or equivalent.
• Extensive experience owning global consumer payment products or fintech platforms serving millions of users.
• 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 product strategy background with experience modernizing large-scale platforms and consolidating legacy products.
• Deep understanding of UX, product design, localization, accessibility, and customer-centric product development.
• Experience partnering with engineering organizations to deliver highly scalable payment platforms.
• Knowledge of regulated payment markets including India, China, or similar international markets.
• Executive presence with the ability to influence senior leadership, executive committees, and Board-level stakeholders.
• Strong analytical mindset with experience leveraging experimentation, product analytics, customer insights, and AI-enabled product development.
• Passion for building inclusive, high-performing teams and developing future product leaders.

• Technologies We Use (Preferred Experience)
• AI-powered Product Development & Personalization
• Product Analytics (Amplitude, Mixpanel, Looker, Tableau)
• Experimentation & A/B Testing Platforms
• Figma
• Jira & Confluence
• Global Payments Platforms
• Payment APIs
• Cloud-native SaaS Platforms
• Data & Customer Insights Platforms

Pay and benefits

Additional Information: Competitive compensation including Restricted Stock Units

Employee Stock Purchase Plan (ESPP)

Flying Start, our immersive global induction programme

Work alongside brilliant people, see more via #InsideFlywire on social media

A dynamic global team collaborating virtually for years

Wellbeing programmes including mental health, wellness and yoga, pilates and HIIT classes with global FlyMates

The chance to be a meaningful part of our success, since every FlyMate makes an impact

Competitive time off including FlyBetter Days to volunteer for a cause you believe in and Digital Disconnect Days

Submit today and get started!

We are excited to get to know you! Throughout our process you can expect to meet with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a skills assessment. Your Talent Acquisition Partner will walk you through the steps and be your “go-to” person for any questions.

The US base salary range for this full-time position is $250,000 - $300,000, plus bonus and benefits. Our salary ranges are determined by role, position level, and location. The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and several other factors, including job-related skills, experience, relevant education and training.

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