Chief Customer Officer
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Xapo BankDigital banking, fintech
Work from anywhere!Full-TimeExecutive
Salary not disclosed
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Job Details
- Experience
- 10+ years in senior commercial or customer leadership
Requirements
- 10+ years in senior commercial or customer leadership, such as CCO, Chief Growth or Commercial Officer, MD, or Head of Retail or Wealth.
- Experience 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 judged on contribution, balances, and margin rather than transaction volume.
- Fluency in NIM, unit economics, customer contribution, and LTV:CAC.
- A track record acquiring, activating, and retaining members in a regulated, KYC-heavy environment.
- Experience improving approved-to-paid and churn while managing CAC against LTV.
- Experience leading product management for balance-sheet products such as savings, lending, or structured products, with products priced alongside Finance.
- Ability to build customer business cases that withstand Finance, Risk, and Compliance scrutiny.
- A track record of specific outcomes in LTV:CAC, approved-to-paid, churn, AUM, or contribution that you owned and can substantiate.
- A dedicated workspace and a reliable internet connection.
Responsibilities
- Own the retail and institutional Customer P&L and customer contribution.
- Grow member balances through deposits, savings, lending, credit, trading, and structured products.
- Lead Growth and own audience, lifecycle, CAC, and the approval-to-paid path.
- Own retention and Client Coverage, including churn, AUM flows, and covered-book retention.
- Lead Product Design and make member value clear and the experience straightforward.
- Bring Growth, Client Coverage, Mission PMs, and Product Design into one operating model with shared weekly key results.
- Partner with Finance, Risk, Treasury, Compliance, Operations, and Engineering on customer propositions and execution.
- Use data and business cases to diagnose funnel, retention, and product-economics issues and change the approach.
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