[Hiring] Chief Customer Officer @Xapo Bank

Role Description

Xapo's 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.

The Chief Customer Officer is a new role at the top of the house, reporting to the CEO. You will run the stream that grows what members hold with Xapo, and you will own the Customer P&L, retail and institutional. This is a customer-focused role in the most commercial sense: what a member earns from us, not the feature we shipped, is the centre of every decision.

• Own the Customer P&L, retail and institutional.
• Grow what members hold with us, through earning products run like a banker would.
• Win the right members, efficiently.
• Keep members, and deepen the relationship with the ones who hold balances.
• Make the value of Xapo visible, and the experience effortless.
• Build one Customer organisation, not four.
• Bring the regulated-bank and crypto-native lens to every customer call.

Qualifications

• 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.
• Crypto-native credibility: hands-on experience building and growing customer propositions on or around digital assets.
• Customer P&L ownership: you have owned a customer or product P&L judged on contribution, balances, and margin.
• Growth and lifecycle: a track record of acquiring, activating, and retaining members in a regulated, KYC-heavy environment.
• Banking-grade product leadership: you have led product management for balance-sheet products.
• Commercial and risk fluency: you can build a customer business case that survives scrutiny from Finance, Risk, and Compliance.
• A track record of outcomes you can narrate: specific LTV:CAC, approved-to-paid, churn, AUM, or contribution numbers you owned.

Requirements

• 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.

Benefits

• Impact Globally, Work Remotely.
• Shape the Future: Improve lives through cutting-edge technology, work 100% remotely from anywhere in the world.
• Great work-life balance: Build amazing things with a balance of autonomy and collaborative teamwork.
• Expect Excellence: Collaborate, learn, and grow with a high-performance team.
• Yearly budget for individual learning and development goals.