Chief Customer Officer

The role

Own the Customer P&L across retail and institutional members, judged on customer contribution, assets attracted and kept, and member retention. Lead growth, client coverage, mission product managers and product design under one customer organisation reporting to the CEO.

What you will do

• Own the Customer P&L, retail and institutional, including customer contribution and LTV:CAC.
• Own the roadmap for deposits and savings, lending and credit, and trading and structured products.
• Own growth: audience, lifecycle, CAC and approved-to-paid.
• Own churn and client coverage, including net new AUM flow and products per covered member.
• Own product design and the member experience with Finance and Operations.
• Build one customer operating model with shared key results read weekly.
• Work with Finance, Risk, Compliance and Technology on priced, approved product decisions.

Required qualifications

• 10+ years in senior commercial or customer leadership in digital banking, fintech or payments.
• Meaningful time in a regulated environment (banking licence, e-money or equivalent).
• Hands-on experience building customer propositions on or around digital assets.
• Experience owning a customer or product P&L judged on contribution, balances and margin.
• Fluency in NIM, unit economics, customer contribution and LTV:CAC.
• Track record acquiring, activating and retaining members in a KYC-heavy environment.
• Experience leading product management for balance-sheet products such as savings, lending or structured products.
• Ability to build a business case that holds up with Finance, Risk and Compliance.

Nice to have

• Experience with client coverage or relationship-managed models for high-balance and institutional clients.

Benefits

• Work 100% remotely from anywhere in the world.
• Set your own work schedule with a flexible PTO plan.
• Yearly budget for individual learning and development.
• Balance of autonomy and collaborative teamwork.

Before you apply

• Position requires a dedicated workspace and a reliable internet connection.

About the company

Xapo Bank is a fully distributed bank with over 160 team members in 50+ countries, headquartered in Gibraltar. Its products include BTC and USD accounts that pay interest, a global card with Bitcoin cashback, and Bitcoin-backed loans.