VP of Customer Transformation

Company Description Xpan is a blockchain-focused company developing the XPAN Protocol, a platform designed to empower engineers and experts in blockchain trading. The protocol serves as an all-in-one solution, combining order book aggregation, arbitrage, AMM, and impartial trading capabilities. By integrating seamlessly with centralized exchanges, Xpan enables users to access diverse markets and strategies from a single environment. The company focuses on unlocking new earning opportunities and creating an advanced trading experience with unmatched flexibility and scalability. Xpan values innovation, technical excellence, and a forward-looking approach to digital asset trading.
Role Description The VP of Customer Transformation is a full-time remote role responsible for shaping and leading Xpan’s end-to-end customer experience strategy. This role oversees the design and implementation of customer journey initiatives across onboarding, support, and ongoing engagement, ensuring that traders and partners achieve measurable value from the XPAN Protocol. Day-to-day responsibilities include analyzing customer feedback and usage data, defining transformation roadmaps, and collaborating with product, engineering, and operations teams to improve processes and service delivery. The VP will establish best practices for customer service and contact center operations, develop performance metrics, and lead cross-functional projects that elevate customer satisfaction and loyalty. This role also involves mentoring a customer-focused team, aligning stakeholders around customer-centric goals, and representing the customer voice in strategic decision-making.
Qualifications
Strong background in Customer Satisfaction and Customer Experience, with a track record of driving measurable improvements across complex customer journeys.
Demonstrated Customer Service leadership, including experience designing and scaling Contact Centers or support operations in a technology-driven environment.
Advanced Analytical Skills, with the ability to interpret customer data, identify trends and pain points, and translate insights into strategic actions.
Experience in customer transformation, change management, or customer success leadership within fintech, blockchain, or SaaS organizations.
Proven ability to work effectively in remote, cross-functional teams and influence senior stakeholders toward customer-centric outcomes.
Exceptional communication, stakeholder management, and relationship-building skills across technical and non-technical audiences.
Leadership experience managing high-performing teams focused on customer success, support, or experience design.
Bachelor’s degree in Business, Management, Technology, or related field; advanced degree or relevant certifications in customer experience or analytics are a plus.

Work arrangement
Yes