Описание

This is a new role at Xapo Bank for a Chief Customer Officer, reporting to the CEO. The successful candidate will run the stream that grows what members hold with Xapo, owning the Customer P&L for both retail and institutional clients. The role involves bringing growth, client coverage, product management, and product design under one leader, with success measured by the growth of the Customer P&L based on member holdings and retention.

Responsibilities

Own the Customer P&L, retail and institutional, accountable for customer gross profit from member balances, secured lending, Bitcoin yield, conversion, stocks and ETFs, less the cost of winning and keeping members.
Grow what members hold with the company through earning products run like a banker would, owning the roadmap for balance-sheet products: deposits and savings, lending and credit, and trading and structured.
Win the right members efficiently, owning Growth (audience, lifecycle, content), CAC, and approved-to-paid metrics.
Keep members and deepen relationships with those who hold balances, owning churn and Client Coverage.
Make the value of Xapo visible and the experience effortless, owning Product Design to create a unified design system and shell.
Build a cohesive Customer organisation, integrating Growth, Client Coverage, Mission PMs, and Product Design under one operating model.
Bring a regulated-bank and crypto-native lens to every customer call, understanding the nuances of KYC, AML, and user experience for both crypto-native and first-time bank customers.
Lead from inside the work, participating in growth reviews, mission PM reviews, client meetings, and member calls.
Move people with business cases and data, rather than by title.
Demonstrate extreme ownership of the Customer P&L and member metrics, adapting approaches when outcomes are not met.
Exhibit genuine gravitas, providing constructive challenges to executive plans with evidence.
Diagnose before prescribing, identifying structural causes for issues like leaking funnels or churning segments.

Requirements

10+ years in senior commercial or customer leadership (CCO, Chief Growth or Commercial Officer, MD or Head of Retail or Wealth, or equivalent) in digital banking, fintech, or payments.
Meaningful time in a regulated environment (banking licence, e-money, or equivalent prudential/conduct regime).
Crypto-native credibility: hands-on experience building and growing customer propositions on or around digital assets, custody, on-chain flows, Bitcoin-backed lending, or similar.
Customer P&L ownership: experience owning a customer or product P&L judged on contribution, balances, and margin rather than transaction volume.
Fluency in NIM, unit economics, customer contribution, and LTV:CAC.
Track record of acquiring, activating, and retaining members in a regulated, KYC-heavy environment, improving approved-to-paid and churn while managing CAC.
Banking-grade product leadership: experience leading product management for balance-sheet products such as savings, lending, or structured products, priced with Finance.
Experience with client coverage or relationship-managed models for high-balance and institutional clients is a strong advantage.
Commercial and risk fluency: ability to build a customer business case that withstands scrutiny from Finance, Risk, and Compliance.
A dedicated workspace.
A reliable internet connection with the fastest speed possible in your area.
Alignment with Our Values and the Xapo Values-Driven Leadership principles.

We offer

Work from anywhere, globally.
Full-time, 100% remote position.
Salary range: $165,000 - $275,000.
Opportunity to impact globally and shape the future.
Improve lives through cutting-edge technology.
Great work-life balance.

Hiring process

Within 30 days: Document the Customer P&L baseline across retail and institutional, form an independent view of member acquisition/loss/under-service, and share with the CEO and Board.
Within 60 days: Implement the unified Customer operating model with one set of key results across Growth, Client Coverage, Mission PMs, and Product Design, with mission PMs owning product contribution and price, and a ranked roadmap built with Finance and line leads.
Within 90 days: Achieve at least one measurable improvement in LTV:CAC, approved-to-paid, churn, or net new AUM flow attributable to a change made, and ensure every cell in your line has defined key results and an owner.