Chief Customer Officer at Xapo Bank

About Xapo Bank

Xapo Bank is a fully distributed team of over 160 people working remotely from more than 50 countries. The company's mission is to create a world that enjoys economic freedom and wealth protection, no matter where you live or who is running your country. Xapo is headquartered in Gibraltar, and this is a full time, 100% remote position. You can work from anywhere in the world.

Position Overview

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.

Xapo is a bank, and a bank earns on the money its members choose to hold with it. Each product shipped well, but there has not yet been a single owner of the economics of the customer relationship: one person accountable for winning the right members, growing what they hold, and keeping them, along with the balance sheet products that make that possible.

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 own the Customer P&L across retail and institutional. The role brings growth, client coverage, product management, and product design under one leader who is judged on customer contribution, assets attracted and kept, and members who stay.

This is a customer focused role in the most commercial sense: what a member earns for us, not the feature we shipped, is the centre of every decision. Success is measured by a Customer P&L that grows on what members hold and keep: improving LTV:CAC, rising approved to paid, falling churn, and customer contribution the business can plan against. This is a banking role, not a requirements gathering role, a marketing role, or a role you can run from a dashboard. Products are priced on the balance sheet and judged on the money they attract and keep.

The Mandate

• Own the Customer P&L, retail and institutional. You own customer contribution: gross profit from what members' balances earn, secured lending, Bitcoin yield, conversion, stocks and ETFs, less the cost of winning and keeping members. You run on assets held and the margin they earn, not payment volume. Good looks like a Customer P&L the Exco and Board can plan against, where every line has a number you own and can explain.
• Grow what members hold with us, through earning products run like a banker would. You own the roadmap for the balance sheet products: deposits and savings, lending and credit, and trading and structured products. Each is led by a mission PM who is a banker, owning a product's contribution and its price on the balance sheet, not a backlog. Requirements go through the gate; the economics are the job. Every item is priced by Finance before it is built, on a shared risk appetite with Risk and Treasury.
• Win the right members, efficiently. You own Growth: audience, lifecycle, and content, with one head accountable for the path from approval to paid. You own CAC and approved to paid, find members who bring other members, and activate them in week one. Every incentive is priced before it runs. Good looks like net paid member growth that improves every quarter at a CAC that LTV comfortably justifies.
• Keep members and deepen the relationship with those who hold balances. Retention is the most efficient growth we have. You own churn and Client Coverage: relationship managers who sell the missions' products to members who hold balances and loop demand back into the roadmap. You are accountable for net new AUM flow, covered book retention, and products per covered member, and for growth that is broad based rather than concentrated in a few accounts.
• Make the value of Xapo visible and the experience effortless. You own Product Design: one design system and one shell so members see the value of what they are earning clearly and early and find every task simple. You design the proposition with Finance and partner with Operations, who run onboarding, KYC, support, cards, and payments, to remove friction at the points that affect members most.
• Build one Customer organisation, not four. Growth, Client Coverage, Mission PMs, and Product Design come together under one operating model: one set of key results read weekly from one source, shared frameworks for discovery and prioritisation, and real career paths. Engineering is pulled to a single ranked roadmap, and nobody in your line has engineers of their own.
• Bring the regulated bank and crypto native lens to every customer call. You understand that a KYC onboarding decision and an AML monitoring decision carry different risk appetites, that a false positive at the gate is a paid for member lost, and that a proposition built for a crypto native power user can still fail a first time bank customer. You can sit with a CRO, an MLRO, a CFO, and an engineering lead and make a customer case that survives all four conversations.

How You'll Operate

• You lead from inside the work. You sit in on growth reviews, mission PM reviews, client meetings, and member calls, not just steering committees. PMs, designers, and relationship managers three levels down know your name because you have solved problems with them.
• You move people with the business case, not the whip. When a priority needs to change, you diagnose the problem, build the case with data and economics, and show teams why it matters so they re-prioritise because they are convinced. Your authority comes from being right and being useful, not from your title.
• You have extreme ownership. You own the Customer P&L and the member metrics beneath it, not the feature ship date. If a launch did not move contribution, LTV:CAC, approved to paid, or churn, you change the approach.
• You have genuine gravitas. Senior, experienced leaders welcome your input because you have earned the standing to give it. You can challenge any executive's plan, including the CEO's, constructively and with evidence.
• You diagnose before you prescribe. You can walk into a leaking funnel, a churning segment, or a product that is not earning, find the structural cause, and fix the economics, not just the symptom.

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 or 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 do not need Bitcoin or banking explained to you.
• 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.
• 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 sustainable growth and growth 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 data did not 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. Every cell in your line has defined key results and an owner who explains the number every week.

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 do not 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.

Other Requirements

• A dedicated workspace.
• A reliable internet connection with the fastest speed possible in your area.
• Alignment with Xapo's Values and Values Driven Leadership principles.

Why Work for Xapo?

• Impact Globally, Work Remotely. Shape the future and improve lives through cutting edge technology, working 100% remotely from anywhere in the world.
• Great work life balance. Build amazing things with a balance of autonomy and collaborative teamwork. Set your own work schedule and use a flexible PTO plan when you need to recharge.
• Expect Excellence. Collaborate, learn, and grow with a high performance team. You get a yearly budget for your individual learning and development goals, from books to conferences.

Xapo prioritises consumer protection and adheres to regulatory requirements.