VP of Customer Experience and Lifecycle

VP of Customer Experience and Lifecycle

Department: Product

Employment Type: Full Time

Location: London

Description

KAST is looking for a product-led, analytically rigorous fintech leader to own the end-to-end customer lifecycle - from signup and KYC to wallet funding, daily card usage, retention, and tier expansion.

You will act as the single accountable executive who diagnoses friction across the entire funnel, rallies cross-functional teams to fix root causes, and drives sustainable, profitable retention.

Responsibilities

• End-to-End Customer Journey: Own conversion, activation, experience, engagement, retention, and expansion across all stages of the KAST lifecycle.
• Single Source of Customer Truth: Build and maintain unified funnel and cohort reporting segmented by geography, acquisition channel, KYC provider, card issuer, and membership tier.
• Cross-Functional Problem Solving: Diagnose systemic leaks - whether KYC drop-offs, card declines, funding friction, or support bottlenecks - and secure Product, Engineering, and Banking Ops capacity to ship enhancements.
• Profitable Retention & Expansion: Drive retained transacting users and retained contribution margin.
• Executive Cadence: Lead a weekly customer-health review with leadership and establish company-wide quarterly targets for activation and cohort retention.

Requirements

• 10-15 years of experience, including 5+ years in high-growth consumer fintech.
• Previously a Director, VP or strong Head of Product Growth, Customer Lifecycle or Customer Experience.
• Experience with at least 1–5 million consumer accounts.
• Deep understanding of KYC, banking operations, card declines, payments and customer support.
• Excellent cohort analytics and experimentation experience.
• Has personally improved activation and retention, with measurable results.
• ⁠Comfortable challenging the leadership team and banking partners.