Chief Customer Officer – Global Digital Banking, FinTech & Crypto Customer Experience Leader

About brighthush – Pioneering the Future of Digital Finance

Welcome to brighthush, a fully distributed, next‑generation bank that blends the security of traditional finance with the innovation of the crypto economy. Headquartered in Gibraltar, brighthush offers Bitcoin custody, interest‑bearing accounts, and a worldwide payment card that empowers members to move money across borders instantly and without friction. As the financial landscape evolves, brighthush is at the forefront, delivering a seamless, secure, and user‑centric experience for a global community of digital‑savvy customers. Our mission is simple: democratize access to high‑quality financial services while maintaining the highest standards of compliance, risk management, and customer trust.

Why This Role Matters

At brighthush, the Chief Customer Officer (CCO) is the strategic heartbeat of our customer‑centric organization. You will own the entire customer profit and loss (P&L), shape the end‑to‑end journey of our members, and drive sustainable growth across assets, engagement, and lifetime value. This is a rare opportunity to lead a world‑class customer organization within a fast‑growing, crypto‑native bank that operates entirely remotely, giving you the flexibility to work from anywhere while influencing a global audience.

Key Responsibilities

• Customer P&L Ownership: Assume full financial responsibility for the customer segment, including revenue generation, cost management, and profitability targets.
• Asset Growth & Retention: Design and execute strategies that increase member assets, improve deposit balances, and boost cross‑sell opportunities for Bitcoin custody, interest‑bearing accounts, and card services.
• Leadership of Customer Organization: Build, mentor, and scale high‑performing teams across Customer Success, Support, Experience Design, and Community Management.
• Product‑Customer Alignment: Partner with product, engineering, and risk teams to ensure that new features and services are built with a deep understanding of customer needs and regulatory constraints.
• Data‑Driven Decision Making: Leverage advanced analytics, cohort analysis, and predictive modeling to uncover insights that drive churn reduction, upsell potential, and overall satisfaction.
• Risk & Compliance Fluency: Work closely with the risk and compliance functions to embed robust controls while maintaining a frictionless customer experience.
• Strategic Partnerships: Identify and nurture ecosystem partners—such as crypto exchanges, fintech platforms, and institutional custodians—to expand the value proposition for brighthush members.
• Voice of the Customer: Champion the customer perspective in board meetings, executive strategy sessions, and product road‑mapping workshops.
• Remote Culture Advocacy: Model and promote best practices for remote collaboration, ensuring that distributed teams stay aligned, motivated, and productive.

Essential Qualifications

• 10+ years of senior‑level commercial or customer leadership experience within digital banking, fintech, payments, or crypto‑focused organizations.
• Demonstrated credibility in the crypto space—experience with Bitcoin, digital assets, or blockchain‑based financial products is essential.
• Proven track record of owning and growing a customer‑centric P&L, with measurable results in revenue expansion, asset growth, and profitability.
• Deep understanding of the full customer lifecycle—from acquisition and onboarding to retention, upsell, and advocacy.
• Strong product leadership experience, particularly with banking‑grade, regulated financial products.
• Fluency in commercial strategy and risk management, with the ability to balance growth ambitions against compliance requirements.
• Exceptional communication and influencing skills, capable of aligning cross‑functional teams around a shared customer vision.
• Comfortable working in a fully remote environment, with a proven ability to lead distributed teams across time zones.
• Fluent English (both written and spoken) – additional languages are a plus.

Preferred Qualifications & Nice‑to‑Haves

• Experience scaling customer operations in a high‑growth, venture‑backed fintech or crypto startup.
• Background in financial services regulation (e.g., FCA, AML, KYC) and a track record of implementing compliant customer processes.
• Advanced degree (MBA, MSc) in Business, Finance, or a related field.
• Hands‑on experience with modern CX platforms, CRM systems, and data‑visualization tools (e.g., Salesforce, Gainsight, Tableau).
• Demonstrated ability to build and nurture community‑driven ecosystems, such as crypto forums, developer hubs, or member advocacy programs.

Core Skills & Competencies

• Strategic Vision: Ability to translate market trends and customer insights into long‑term growth strategies.
• Analytical Acumen: Proficiency in interpreting complex data sets to drive actionable outcomes.
• Leadership Presence: Inspiring, inclusive, and decisive leadership style that empowers remote teams.
• Customer Empathy: Deep understanding of the unique needs of digital‑native, crypto‑savvy customers.
• Risk Awareness: Balanced approach to innovation and regulatory compliance.
• Collaboration: Strong partnership mindset with product, engineering, risk, marketing, and finance.
• Change Management: Proven ability to lead organizations through rapid scaling and market pivots.

Career Growth & Learning Opportunities

Joining brighthush as the Chief Customer Officer places you at the executive table of a rapidly expanding digital bank. You will have direct access to the CEO and Board of Directors, influencing the strategic direction of the company. As brighthush continues to scale globally, you will have the opportunity to:

• Shape a global customer organization from the ground up, defining its structure, culture, and operating model.
• Lead cross‑border initiatives that introduce new crypto‑enabled financial products to emerging markets.
• Participate in industry conferences, thought‑leadership panels, and regulatory roundtables, positioning yourself as a leading voice in digital finance.
• Access a robust learning budget for certifications, executive education, and conferences related to fintech, crypto, and customer experience.
• Mentor the next generation of fintech leaders, fostering a pipeline of talent within brighthush.

Work Environment & Culture at brighthush

brighthush thrives on a culture of transparency, autonomy, and relentless innovation. Our fully distributed model means you can work from anywhere in the world while staying connected through cutting‑edge collaboration tools and regular virtual “all‑hands” gatherings. We celebrate diversity of thought, encourage experimentation, and reward results. Key cultural pillars include:

• Customer‑First Mindset: Every decision is measured against the impact on our members.
• Integrity & Compliance: We uphold the highest standards of security and regulatory adherence.
• Continuous Learning: Knowledge sharing, hackathons, and internal “learning labs” keep the team ahead of the curve.
• Work‑Life Harmony: Flexible schedules, generous paid time off, and a results‑oriented approach empower you to balance personal and professional priorities.
• Global Collaboration: Diverse, multilingual teams bring a wealth of perspectives to solve complex problems.

Compensation, Perks & Benefits

While exact figures are tailored to experience and market benchmarks, the compensation package for this senior role includes:

• Competitive base salary aligned with senior executive market rates.
• Performance‑based annual bonus tied to customer P&L outcomes and growth metrics.
• Equity participation – stock options or restricted stock units that align your success with brighthush’s long‑term value creation.
• Generous paid time off (PTO) to recharge and pursue personal passions.
• Comprehensive health, dental, and vision coverage for you and eligible dependents.
• Retirement savings plan with company matching contributions.
• Home office stipend, high‑speed internet reimbursement, and ergonomic equipment allowance.
• Professional development budget for certifications, conferences, and executive coaching.
• Access to a global network of fintech and crypto thought leaders through brighthush’s partnership ecosystem.

Application Process

If you are a visionary leader with a passion for crypto‑native finance, a proven ability to drive customer‑centric growth, and the desire to shape the future of digital banking, we want to hear from you. Submit your resume, a compelling cover letter outlining your relevant achievements, and any supporting materials that showcase your impact on customer P&L and asset growth.

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, gender, age, sexual orientation, disability, or veteran status.