Chief Customer Officer
Job description
The Chief Customer Officer is a new executive role reporting to the CEO, owning the Customer P&L (retail and institutional) and leading Growth, Client Coverage, Mission PMs, and Product Design at Xapo Bank. The role is accountable for winning, growing, and retaining members and for the balance-sheet products that support that.
At a glance
- Employment
- Full-time
- Work mode
- Remote · Worldwide
What you'll do
- Own the Customer P&L, retail and institutional, including customer gross profit from balances, secured lending, Bitcoin yield, conversion, stocks and ETFs, less the cost of winning and keeping members
- Own the roadmap for balance-sheet products: deposits and savings, lending and credit, and trading and structured, each led by a mission PM who owns a product's contribution and its price on the balance sheet
- Own Growth: audience, lifecycle, and content, with one head accountable for the path from approval to paid; own CAC and approved-to-paid
- Own churn and Client Coverage: relationship managers who sell the missions' products to members who hold balances and loop demand back into the roadmap; accountable for net new AUM flow, covered-book retention, and products per covered member
- Own Product Design: one design system and one shell; design the proposition with Finance and partner with Operations on onboarding, KYC, support, cards, and payments
- Build one Customer organisation across Growth, Client Coverage, Mission PMs, and Product Design with one set of key results read weekly from one source and shared frameworks for discovery and prioritisation
- Bring the regulated-bank and crypto-native lens to every customer call, making a customer case that survives conversations with CRO, MLRO, CFO, and engineering leads
- Lead from inside the work: sit in on growth reviews, mission PM reviews, client meetings, and member calls
- Move people with the business case, diagnosing problems and building the case with data and economics
- Own the Customer P&L and member metrics beneath it, changing the approach when launches don't move contribution, LTV:CAC, approved-to-paid, or churn
What we're looking for
- 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, including 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 judged on contribution, balances, and margin rather than transaction volume, with fluency in NIM, unit economics, customer contribution, and LTV:CAC
- Growth and lifecycle track record of acquiring, activating, and retaining members in a regulated, KYC-heavy environment, improving approved-to-paid and churn while holding CAC to a level that LTV justifies
- Banking-grade product leadership: led product management for balance-sheet products such as savings, lending, or structured products, priced with Finance, with PMs who own a product's economics rather than a backlog
- Commercial and risk fluency: build a customer business case that survives scrutiny from Finance, Risk, and Compliance in the same meeting
- A track record of outcomes you can narrate: specific LTV:CAC, approved-to-paid, churn, AUM, or contribution numbers you owned, bets you killed when the data didn't support them, and outcomes you can prove
- 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
Nice to have
- Experience with client coverage or relationship-managed models for high-balance and institutional clients is a strong advantage
Your team
Customer organisation (Growth, Client Coverage, Mission PMs, and Product Design)
A new stream at the top of the house reporting to the CEO, bringing growth, client coverage, product management, and product design under one leader.
Benefits
Great work-life balance with autonomy and collaborative teamwork; set your own work schedule and make use of a flexible PTO plan
- Work 100% remotely from anywhere in the world
- Yearly budget for individual learning and development goals, from books to conferences
Apply
About Xapo Bank
Work from anywhere, impact everywhere
Xapo is a fully distributed team of over 160 Xapiens working remotely from 50+ countries, headquartered in Gibraltar. Its product suite has grown from a Bitcoin vault into a full member proposition: BTC and USD accounts that pay interest, a global card with Bitcoin cashback, Bitcoin-backed loans, a growing suite of BTC wealth and credit products, and access to stocks, ETFs, and stablecoins, all inside one regulated relationship.
Mission
A world that enjoys economic freedom and wealth protection, no matter where you live or who is running your country.
Key facts
- over 160 Xapiens
- Gibraltar
- Banking / fintech
- Fully distributed team working remotely from 50+ countries
- Headquartered in Gibraltar
- Product suite includes 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
- Prioritizes consumer protection and adheres to regulatory requirements
What they value
- Diversity is at the heart of who we are
- We work hard, think globally, and inspire each other to learn and grow
- We are committed to changing the way things are done
- Xapo Values-Driven Leadership principles