Xapo Bank - Chief Customer Officer

• You have genuine gravitas. Senior, experienced leaders welcome your input because you've earned the standing to give it. You can challenge any executive's plan, including the CEO's, constructively, with evidence, and be thanked for it, because your challenge makes their work stronger. • You diagnose before you prescribe. You can walk into a leaking funnel, a churning segment, or a product that isn't earning and find the structural cause, then fix the economics, not just the symptom. • You diagnose before you prescribe. • What you'll have done • 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. You don't need Bitcoin explained to you, and you don't need banking explained to you either. • Customer P&L ownership: you have owned a customer or product P&L judged on contribution, balances, and margin rather than transaction volume, and you are fluent in NIM, unit economics, customer contribution, and LTV:CAC. • Growth and lifecycle: a 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, not just growth-hacking a free consumer app. • Banking-grade product leadership: you have 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. Experience with client coverage or relationship-managed models for high-balance and institutional clients is a strong advantage. • Commercial and risk fluency: you can build a customer business case that survives scrutiny from Finance, Risk, and Compliance in the same meeting, and you know the difference between growth that's sustainable and growth that's borrowed from tomorrow's risk appetite. • 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. • The first 90 days • Day 30: The Customer P&L baseline is documented across retail and institutional: customer contribution, LTV:CAC, approved-to-paid, churn, net paid-member growth, and assets attracted and kept. You have formed your own independent view of where members are won, lost, and under-served, and shared it with the CEO and Board.Day 60: The unified Customer operating model is live: one set of key results across Growth, Client Coverage, Mission PMs, and Product Design, read weekly from one source. Every mission PM owns a product's contribution and its price, and the roadmap is ranked on what it earns, built with Finance and the line leads.Day 90: At least one measurable improvement in LTV:CAC, approved-to-paid, churn, or net new AUM flow is live and attributable to a change you made, not a feature ship, an outcome moved. Every cell in your line has defined key results and an owner who explains the number every week. • Day 30: • Day 60: • Day 90: • What this role is not • Not a requirements-gathering role. Mission PMs are bankers who own a product's contribution and price, not a backlog. You partner with Technology, Finance, and Operations on execution; you don't run those functions. • Not a volume role. If your primary output is card spend, transfer volume, or a shipped list rather than assets held and the margin they earn, we have both failed. • Not a reporting layer. If your primary output is a customer-insight deck or a roadmap deck, we have both failed. • Not a role that can be done from a distance. Remote-first means distributed, not detached. • 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.