Xapo Bank

• Own design performance metrics • Lead and scale the team • Govern the Xapo Design System • Operationalize user discovery • Partner across Product Groups (PGCs) • Pressure-test before build • Hold the quality bar post-launch • Govern AI in design responsibly

• Design marketing and brand assets including social media content, campaign visuals, ads, and promotional materials. • Create motion graphics and animations for digital channels — from social posts to product walkthroughs. • Produce visuals to support campaigns and content needs, using our library of images (AI and 3D experience is a bonus but not a must). • Collaborate with marketing and design stakeholders to understand briefs and deliver on them. • Maintain brand consistency across all outputs, working within and helping evolve our visual identity. • Iterate quickly based on feedback, balancing quality with turnaround speed. • Work with world-class designers to evolve our brand visual language.

• Develop and execute a comprehensive operational strategy that aligns with Xapo's business goals, focusing on scalability, efficiency, and regulatory compliance. • Provide direct oversight for all core operational functions, including payment processing, treasury operations, reconciliations, and back-office duties. • Act as the primary owner of the bank's operational performance, ensuring all processes run smoothly and meet the highest standards of quality and control. • Lead the charge on process mapping, optimization, and automation across the organization to reduce manual effort and increase operational leverage. • Design, document, and implement standardized operating procedures (SOPs) for all key operational activities. • Champion the use of data and AI to drive intelligent automation and create a forward-thinking operational environment. • Lead, mentor, and develop a high-performing, multi-disciplinary operations team and other key operational staff. • Foster a culture of accountability, collaboration, and continuous improvement. • Manage resource allocation and workforce planning to ensure the operations team is structured for success. • In partnership with AFC and Compliance, ensure all operational processes are compliant with financial regulations and internal policies. • Design and implement a robust framework for managing operational risks, including controls, monitoring, and reporting. • Serve as the key point of contact for internal and external audits related to the operations department. • Work closely with other department heads, including Platform Engineering, People, and Data, to ensure seamless integration and alignment across the company. • Partner with the Client Coverage Group to ensure back-end operations fully support a world-class client experience.

• Own content-driven acquisition metrics. • Run SEO as a measured discipline. • Manage output and consistency at scale. • Lead and develop the content team. • Drive channel-specific engagement. • Report on content performance. • Partner cross-functionally with Growth, Product, and Compliance.

Role Description We are looking for a Head of AFC to lead Xapo's first-line financial-crime operation as an accountable function with owned outcomes, not a queue awaiting instruction. Sitting at a Director level just below the MLRO and CRO, you will own the end-to-end operational response to financial-crime risk across both of our regulated entities (Xapo Bank and Xapo VASP). This role exists so that our second-line compliance leaders can step back to pure assurance, confident that the first line is led by someone who owns the numbers and the judgement. You will operate inside defined, costed appetite bands set by the second line, working closely alongside product, tech, and operational leads to tune out unnecessary onboarding friction without ever trading off control. Responsibilities - Own the AFC operating model: - Design, scale, and run the end-to-end first-line process for alerts, RFIs, onboarding review, screening, and monitoring across both entities. - Operate inside appetite: - Hold the operation firmly within Board-ratified appetite bands; make definitive judgements inside those bands and escalate strictly by exception. - Move the metrics: - Take total accountability for our AFC metric set—including open-alert volume and ageing, manual-review rates, automated clearance, false-positive and blocked-payment ratios, and iSAR timeliness/quality. - Balance cost and risk: - Partner with the CFO to map the capital and cost-to-serve impact of the operation, ensuring financial-crime effectiveness and cost are managed as one unified balance sheet. - Represent the first line in Product Groups: - Sit on the Growth and Payments Business Unit PGCs as the operational KYC/AML owner, taking direct responsibility for the financial-crime rules that drive friction. - Lead and clear bottlenecks: - Line-manage and continuously develop our AFC analysts, cross-training the team to actively remove single-person dependencies that route decisions upward. - Optimize user friction: - Continuously tune the manual-review model so it stops delaying customer approvals by days or causing onboarding drop-offs over the weekends. - Build quality into the trendline: - Encode lessons from incidents and near-misses directly back into first-line standards so issues do not recur. - Leverage AI responsibly: - Partner with our CISO and AI teams to systematically raise automated clearance rates and cut false positives through a governed model. - Own the data: - Produce the business-essential reporting that doesn't exist today—showing manual-review volumes, cost-to-serve, and remediation against appetite so stakeholders never have to reconstruct our numbers from the outside. Qualifications - Substantial experience leading a first-line financial-crime operation inside a regulated bank, fintech, or crypto institution. - A clear track record of actively owning operational financial-crime metrics and demonstrably moving them toward target parameters. - Deep competence in calibrating controls to actual risk, maintaining an acute ability to avoid the "over-blocking/de-risking" failure mode. - Comfortable talking numbers, cost-to-serve, and capital impact with a CFO, treating financial efficiency as part of the risk balance. - The professional credibility needed to evidence, explain, and defend our operating model and risk posture directly to a regulator and the Board. - The operational agility to work seamlessly across two distinct regulated entities (Bank and VASP) with separate regulatory frameworks. - A leadership style focused on giving clear feedback, building operational coverage that spans weekend manual-review bottlenecks, and eliminating silos. 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. Set your own work schedule and make use of a flexible PTO plan when you need to recharge. - Expect Excellence: Collaborate, learn, and grow with a high-performance team. Learn how you learn best - from books to conferences, you’ll get a yearly budget for your individual learning and development goals.

• Creating the role of Head of Engineering, reporting directly to the CTO. • Own how engineering operates: the standards, the practice, the people, and the delivery. • Set engineering standards across the function and own the unified Software Development Lifecycle end to end. • Responsible for measuring the function on predictable delivery: consistently shipping committed scope on committed dates, with a 90% target as the bar. • Own the engineering tech-debt roadmap and the people leadership of the Engineering Managers who run delivery in each tribe. • Engage in change management, incident response, observability, and audit-readiness. • Ensure 100% of changes generate a regulator-ready audit trail automatically.

• Quality framework definition: own coverage standards (unit, service, integration, end-to-end), gate criteria, and the quality contribution to the function-level Definition of Done. Aligned with Head of Engineering on backend and Head of Frontend Engineering on client-side. • Coverage baselines: define measurable coverage thresholds per service and per tribe, with trend visibility, and drive adoption across teams. • Pre-release veto authority: hold and exercise the authority to block releases when quality gates are not met. Own the automated tooling that makes this veto self-triggering rather than dependent on a single person. • AI-assisted test tooling: define and drive the framework for automated test generation, regression coverage, integration test tooling, and the agentic QA pipeline. You are the designer and driver; implementation is a cross-functional effort with Platform, backend, web, and mobile engineers. • SAT enablement: produce the training, documentation, tooling, and templates that let Stream Aligned Team engineers do quality work themselves, without a separate QA function. • Test environment strategy: partner with Head of Platform Engineering on dedicated QA environments, test data management, and integration test infrastructure. • Quality posture reporting: own the metrics like defect escape rate, coverage trends, release veto rate, AI tooling adoption progress, and percentage of releases requiring no manual quality intervention. • Security testing integration: partner with Security on SAST, DAST, and dependency scanning as components of the quality gate.

• Architect, implement, and maintain cloud security controls across AWS and GCP to protect our infrastructure, applications, and data. • Take full ownership of security projects, driving them from initial concept through development, testing, and deployment. • Review, write and deploy infrastructure-as-code (IaC) security solutions using Terraform. • Continuously assess cloud environments using Cloud Security Posture Management (CSPM) platforms like Wiz. • Support monitoring, detection, and response for cloud threats by integrating with tools such as AWS GuardDuty, Security Hub, and GCP Security Command Center. • Participate actively in incident response and forensic analysis for cloud-related security events. • Collaborate with cross-functional teams to perform threat modeling and secure architecture reviews for new services and infrastructure changes. • Help reinforce a security-first culture by sharing best practices and participating in awareness initiatives.

• Define and own the company-wide customer success strategy and vision, ensuring it aligns with Xapo's overall business objectives and long-term growth. • Develop and implement a scalable framework for customer success that drives product adoption, enhances customer retention, and increases lifetime value. • Drive the strategic direction of the Customer Success department, championing customer-centricity across the entire organization. • Partner closely with Product leadership to create a robust feedback loop, translating customer insights into actionable product improvements and influencing the product roadmap. • Collaborate with the Marketing team to develop customer-centric messaging, create powerful case studies and testimonials, and support go-to-market strategies for new features and products. • Act as the primary executive partner for other departments, including Product, Engineering, Compliance, and Marketing, representing the voice of the customer in all strategic discussions. • Lead, mentor, and inspire a team of Customer Success leaders, fostering a culture of accountability, excellence, and continuous improvement. • Implement and oversee scalable training and development programs to ensure the global team is equipped with the skills and knowledge to succeed and grow. • Serve as the executive escalation point for critical customer issues, providing decisive leadership and resolution. • Own and optimize the systems, processes, and technology stack that enable an effective and scalable global customer success operation. • Ensure rigorous compliance with all relevant internal controls and regulatory standards (e.g., KYC, AML, data privacy), in partnership with the Risk, Compliance, and Legal teams. • Establish and refine a Quality Assurance (QA) program to monitor and elevate the performance and impact of the Customer Success organization.

• Own and facilitate the Architectural Advice Forum (AAF). • Personally build production-grade Proofs of Concept. • Partner with the CTO on AI strategy. • Own cross-cutting standardisation across backend, web and mobile engineering. • Define and uphold the engineering quality bar across backend, web and mobile. • Embed Security-First Architecture across everything we build. • Champion Domain-Driven Design and Event-Driven Architecture. • Work closely with the SRE team on reliability and observability. • Coach and mentor engineers across SATs, platform and enabling teams. • Surface and unblock systemic technical risks, technical debt and cross-team dependencies. • Maintain Xapo’s engineering principles and Tech Radar. • Build a great place to work for talented and motivated people.