Chief Customer Officer

Xapo Bank offers BTC and USD accounts that pay interest, a global card with Bitcoin cashback, Bitcoin-backed loans, BTC wealth and credit products, and access to stocks, ETFs, and stablecoins within a regulated banking relationship.

• Own the retail and institutional Customer P&L, including customer contribution, assets held, and margin
• Grow member balances through deposits and savings, lending and credit, trading, and structured products
• Lead Growth across audience, lifecycle, and content; improve customer acquisition cost and approval-to-paid conversion
• Own member retention and Client Coverage, including relationship managers, net new AUM flow, covered-book retention, and products per covered member
• Lead Product Design, establish one design system and shell, and work with Finance and Operations to improve the member experience
• Build one operating model across Growth, Client Coverage, Mission PMs, and Product Design, with shared key results, discovery and prioritisation frameworks, and career paths
• Align Engineering to a single ranked roadmap and ensure every owner explains their results weekly
• Apply regulated-banking and crypto-native perspectives to customer decisions
• Lead from within the work by participating in reviews, client meetings, and member calls
• Build data-backed business cases to influence priorities and diagnose structural causes of funnel, churn, and product-economics issues
• Deliver measurable improvements in LTV:CAC, approval-to-paid conversion, churn, or net new AUM flow during the first 90 days

• 10+ Years in senior commercial or customer leadership in digital banking, fintech, or payments, including meaningful experience in a regulated environment
• Hands-on experience building and growing customer propositions involving digital assets, custody, on-chain flows, Bitcoin-backed lending, or similar
• Experience owning a customer or product P&L measured by contribution, balances, and margin rather than transaction volume
• Fluency in NIM, unit economics, customer contribution, and LTV:CAC
• A track record of acquiring, activating, and retaining members in a regulated, KYC-heavy environment while improving approval-to-paid conversion and churn and maintaining justified CAC
• Experience leading product management for balance-sheet products such as savings, lending, or structured products, with Finance pricing and PMs owning product economics
• Ability to build customer business cases that withstand scrutiny from Finance, Risk, and Compliance
• A track record of measurable outcomes, including specific LTV:CAC, approval-to-paid, churn, AUM, or contribution results, decisions to stop unsupported bets, and provable outcomes
• A dedicated workspace and a reliable internet connection with the fastest speed possible in your area
• Alignment with Xapo’s Values and Values-Driven Leadership principles
• Будет плюсом: experience with client coverage or relationship-managed models for high-balance and institutional clients

• Work from anywhere in the world
• Set your own work schedule and use a flexible PTO plan
• Receive a yearly budget for individual learning and development goals