Chief Customer Officer

New

Xapo BankDigital banking, fintech

Work from anywhere in the world.Full-TimeExecutive

Salary not disclosed

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Job Details

Bring 10+ years of senior commercial or customer leadership experience, such as CCO, Chief Growth or Commercial Officer, MD, or Head of Retail or Wealth.
Have experience in digital banking, fintech, or payments, including meaningful time in a regulated environment such as banking, e-money, or an equivalent prudential or conduct regime.
Have hands-on experience building and growing customer propositions on or around digital assets, custody, on-chain flows, or Bitcoin-backed lending.
Have owned a customer or product P&L measured by contribution, balances, and margin rather than transaction volume.
Be fluent in NIM, unit economics, customer contribution, and LTV:CAC.
Show a track record of acquiring, activating, and retaining members in a regulated, KYC-heavy environment, improving approved-to-paid and churn while controlling CAC.
Have led product management for balance-sheet products such as savings, lending, or structured products, with pricing developed alongside Finance.
Be able to build customer business cases that withstand scrutiny from Finance, Risk, and Compliance.
Provide specific outcomes owned, such as LTV:CAC, approved-to-paid, churn, AUM, or contribution numbers.
Have a dedicated workspace and a reliable internet connection.

Own the retail and institutional Customer P&L, including customer contribution and the economics of winning and retaining members.
Lead the roadmap for deposits and savings, lending and credit, and trading and structured products.
Set and own growth priorities across audience, lifecycle, content, customer acquisition cost, and approved-to-paid conversion.
Own churn and client coverage, including relationship managers serving members who hold balances.
Track net new AUM flow, covered-book retention, and products per covered member.
Lead Product Design around a unified design system and member experience.
Bring Growth, Client Coverage, Mission PMs, and Product Design together under one operating model with shared weekly key results.
Work with Finance, Risk, Treasury, Operations, and Technology on product economics, prioritization, and execution.
Diagnose customer funnel, retention, and product economics issues and drive measurable improvements.

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