Lead UX Writer

Position overview

We are seeking an exceptional Lead UX Writer to join our Design and Product team. Your mission is to redefine the voice of the Xapo Bank mobile application, transforming complexity into a seamless, premium and human-centric mobile experience. In this high-impact role, you will audit and elevate the current user interface, smoothing out friction from our private banking and crypto flows. You will own the in-app content strategy that builds trust, ensuring that every word on screen empowers our Members to manage their Bitcoin with absolute confidence.

Responsibilities

App Content Strategy & Voice

• Define and own the Content Design System and Voice & Tone guidelines for the Xapo mobile application, ensuring consistency with our Brand, across our hybrid Bitcoin-fiat ecosystem.

• Audit existing user flows to identify opportunities for enhancement, creating a strategic roadmap to refine and optimise the core Member experience.

• Collaborate with Legal and Compliance to translate complex regulatory requirements into transparent, easy-to-understand language without compromising accuracy.

UX Writing & Execution

• Drive execution of end-to-end content design, crafting microcopy, onboarding flows, error messages and instructional text that guides high-net-worth individuals through complex financial transactions.

• Work intimately with Product Managers, Product Designers and Engineering to embed content strategy into the design process from the earliest ideation phase, ensuring copy is not an afterthought but a core design element.

• Simplify the complexity of our financial technology products for a non-technical yet financially savvy audience, making the 'invisible' mechanics of Bitcoin feel accessible, secure and safe.

Research & Optimisation

• Conduct copy testing, sentiment analysis and comprehension research to validate that our terminology resonates with a global audience and instills trust.

• Partner with the Data and Product teams to analyse drop-off points in conversion funnels (e.g., KYC, deposits) and iterate on copy to improve success rates and Member retention.

Thought Leadership & Influence

• Serve as the company's leading advocate for Content Design, educating stakeholders on the ROI of clear writing and influencing the product roadmap to prioritise comprehension and usability.

• Work closely with the Marketing team and other writers and contributors within the organisation, fostering a culture of writing excellence and attention to detail.

Skills Needed

• 5+ years of UX Writing or Content Design experience, specifically within Fintech, Wealth Management or Cryptocurrency sectors.

• Demonstrable track record of evolving or transforming complex applications, resulting in improved usability scores, reduced support tickets or increased conversion rates.

• Proven experience working in a regulated environment, successfully balancing legal constraints with user-centric clarity.

• A strong portfolio showcasing end-to-end user journeys (onboarding, transactional flows, troubleshooting) where complex problems were solved through text.

• Expertise in simplifying financial jargon. You understand the difference between custody and self-custody, SWIFT and SEPA and can explain them simply.

• Deep understanding of accessibility standards (WCAG) and inclusive design principles.

• Familiarity with behavioural economics and how language influences financial decision-making and trust.

• Knowledge of localisation best practices and how to write for a global audience where English may be a second language.

• Understanding of mobile-first design patterns (iOS and Android guidelines).

Product

• A self-starter with the decisiveness required to own the application's narrative in a rapidly evolving scale-up environment.

• An empathetic, user-first mindset with an obsession for clarity and brevity.

• Proficiency with modern design tools (Figma, Sketch) and the ability to work directly within design files.

• Ability to manage stakeholders and negotiate copy decisions with Legal, Compliance and Product leadership using data and rationale.

• You make data-informed decisions and challenge the status quo using first principles thinking.

• Deep understanding of Agile methodologies and experience working in cross-functional product teams.

Other requirements 

• A dedicated workspace.

• A reliable and stable internet connection

• Devices and other essential equipment that meet minimal technical specifications.

• Alignment with Our Values and the Xapo Values-Driven Leadership principles.