Head of Client Experience

at Xapo

Remote – Anywhere

Xapo is an international fintech startup on a mission to protect and grow its clients’ life savings.

We’re a fully distributed team that works remotely from 50+ countries around the world. We may come from many different cultures and backgrounds, but it’s our values, our resourcefulness, and our drive that makes us Xapiens.

We work hard, think globally, and inspire each other to grow every day. If you’re the best at what you do and share our passion, we want you.

Join us, wherever you are, and help us build a digital bank worthy of the digital age at Xapo.

POSITION OVERVIEW

As the Head of Client Experience reporting into Xapo’s Chief Product Officer, you will lead and manage the Client Experience team at Xapo. You will be responsible for refining and executing all policies, systems, and team structures necessary to maintain the highest level of client service at a global company working around the clock. You will:

• Create an executable roadmap to deliver customer value based on the vision to offer premium service to all Xapo clients.
• Build and manage the Client Service teams and take ownership over optimization of team performance.
• Have extensive experience implementing innovative technologies to leverage a lean team to scale best-of-breed personalized service.
• Work extensively with the Product Development and Engineering organizations on a variety of initiatives to implement innovative technologies that facilitate world-class client service and experience across Xapo’s product lines.

You will be the primary person responsible for maintaining and continuously improving Xapo’s commitment to providing world-class client service and delivering a delightful experience.

You will have a successful track record as a recognized client experience leader, and will drive thought leadership throughout the organization to achieve best in class experiences for clients. You will need to be able to establish immediate credibility and leverage hands-on experience when it comes to designing and implementing highly effective CX strategies and interfacing closely with product, marketing, delivery execution teams and operations stakeholders to deliver a truly customer-centric approach in all touch points with clients across the organization.

RESPONSIBILITIES

• Evangelize and educate the broader organization about client experience ethos, its impact on our clients and its ability to deliver significant competitive advantage.
• Lead, organize, and drive execution within the client experience team.
• Track, analyze, report on, and optimize client experience metrics.
• Analyze operational trends and communicate issues to appropriate team leads and stakeholders as needed.
• Identify areas for improvement in client experience, develop initiatives to address these areas, and lead the team in executing and optimizing these initiatives swiftly and effectively.
• Develop and improve client experience best practices and playbooks that reflect Xapo’s commitment to achieving the highest standard of client satisfaction, and use these materials to train new team members effectively.
• Lead the team in communicating effectively with clients and addressing issues rapidly and fully, either through direct action or by pulling in other relevant parties and seeing problems through to their full resolution.
• Work closely with stakeholders to identify the roots of potential problems and develop sustainable solutions that are effective in the long-term.
• Support the Product Development team to conduct research on, and build relations with, existing and prospective clients.
• Establish and drive a clear feedback loop between the Client Experience and Product teams to ensure insights are actioned appropriately.
• Provide thought leadership, strategic insight, and clear communication (written and verbal) to the team on Client Experience strategy.
• Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience.
• Create and implement an analytics strategy for best in class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/ channels.
• Interact at executive/senior management level, proactively advocating for solutions and managing the client escalation process.

REQUIRED SKILLS

• Prior experience scaling an in-house CX team.
• The ability to execute and influence across the organization.
• Passion for the Xapo story, product, and client, and a vision for how we can continue to create an above and beyond premium banking client experience.
• Experience in Client Experience Strategy covering benchmarking, research, analysis, and client-focused strategy, solution design and delivery, for diverse customer segments specifically in emerging markets.
• Strong track-record in planning and delivering strategic projects using client centred strategy and design approach, involving best-of-breed technology.
• Broad knowledge of changes in the contemporary customer experience landscape with expertise in mobile banking and digital technology.
• Experience defining client experience strategies, service blueprints, designing customer journey’s and transformational roadmaps and presentations.
• Ability to foster client and stakeholder relationships, successfully deliver OKR outcomes, and manage the demands of internal and external client expectations.
• Experience and comfort working with a team on partially defined problems, and helping stakeholders and team members determine the direction and approach a project will take

MINIMUM REQUIREMENTS

• Bachelor’s degree with 14+ years of experience OR Master’s degree with 12+ years of experience AND 4+ years managing people
• Exceptional analytical skills and track record of improving client experience KPIs in previous roles.
• Extensive knowledge of available technologies to deliver client experience at scale within a lean operational structure.
• Proven experience of operational success in a global context.
• Expertise using data and analytics from customer satisfaction scores, web/mobile analytics, NPS/NES to ROI models to support recommendations and strategies.

HIGHLY PREFERRED

• Understands how to translate strategy into executable plan.
• Experience in banking and crypto industries.

OTHER REQUIREMENTS

• A dedicated workspace.
• A reliable internet connection with the fastest speed possible in your area.
• Devices and other essential equipment that meet minimal technical specifications.
• Alignment with Our Values.

WHY WORK FOR XAPO?

IMPACT GLOBALLY, WORK REMOTELY.

• Shape the Future: Improve lives through cutting-edge technology, work 100% remotely from anywhere in the world.
• Own Your Success: Receive attractive remuneration, enjoy an autonomous work culture and flexible hours, apply your expertise to meaningful work every day.
• Expect Excellence: Collaborate, learn, and grow with a high-performance team.

ABOUT XAPO

We founded Xapo to address two of the biggest issues with Bitcoin adoption: accessibility and security. In a matter of years, we developed an industry-leading platform that introduced cryptocurrency into the daily lives of millions worldwide.

Now, we’re bringing our expertise to all facets of our users’ finances. Because no matter who we are or where we’re from, we all deserve more options, more control, and more peace of mind where our money is concerned.

We’re an Equal Opportunity Employer we believe that diversity is critical to our success as a global company. An inclusive workplace is the foundation of Xapo it allows us to create products that cater to clients around the world.