Product Leader · Fintech

Joe Eppel

Senior product leader building global consumer fintech that moves the metrics that matter.

10+ years across acquisition, onboarding, payments and support. I pair rigorous experimentation, data analysis and AI-driven efficiency with deep user research — and lead the full-stack, compliant teams that ship it.

◷ Cape Town, ZA✦ Xapo Bank↗ linkedin.com/in/joeeppel
Career at a glanceOpen to roles
10+
years in product
5
fintech & edtech firms
$1.5M+
annual cost saved
25→170
team scaled
NOWPM, Payments — Xapo Bank
FOCUSAcquisition · Onboarding · Payments
★Money20/20 Diamond finalist, 2025
Impact

Outcomes that compound

Measurable results across acquisition, retention, support, and cost-efficiency.

+0%
Funnel conversion
▲ vs. baseline, via 20+ A/B tests
<1%
Monthly churn
▼ down from >4% / month
0
CS team scaled
▲ from 25 · 24/7 in 7 languages
$0.0M+
Saved annually
▼ cost-to-serve, Kraken + Luno
Selected Work

Two products I'm proud of

Product · Xapo Bank · 2024★ Money20/20 — Diamond Finalist 2025

Bitcoin inheritance, made simple

Launched Nov 2024MPC + Swiss-vault security$84T wealth transfer by 2045

Problem. Bitcoin holders face a critical gap: without a plan, their assets become permanently inaccessible to loved ones. Xapo Bank identified this as a core unmet need for long-term holders.

Approach. Led end-to-end product definition for a secure beneficiary designation feature. Worked with legal, compliance, and security teams to leverage our existing MPC-based custody solution that combined Swiss vault-grade custody with a simple, trustworthy UX flow for the account holder to easily nominate and identify their intended beneficiaries of their multi-currency wealth.

Outcome. Launched November 2024. Shortlisted as a Diamond Finalist at Money20/20 Europe 2025 — recognition from peers and press as a genuinely novel product in the space.

Xapo Bank Beneficiaries feature screen, showing the steps to add a beneficiary and allocate funds
Product · Xapo Bank · with Amplitude◆ Featured Amplitude case study

Doubling onboarding conversion

2× conversion+50% ID-verification starts~30 experiments / year

Problem. Xapo Bank's onboarding funnel was losing the majority of applicants before they completed KYC — a critical step in a regulated product. The drop-off points were unclear and the team lacked the instrumentation to run structured experiments.

Approach. Implemented Amplitude across the funnel to get behavioural visibility, then built an experimentation cadence of ~30 tests per year. Identified friction in the ID-verification step and redesigned the flow based on data. Made experimentation a company-wide discipline, not just a product team habit.

Outcome. Doubled overall funnel conversion rate and increased ID-verification starts by 50%. The work was featured as an Amplitude case study.

“Now, our whole company thinks about metrics, not just the product team.”— Joe Eppel, in the Amplitude case study
Xapo Bank account opening screen with a QR code to download the app and start onboarding
Personal projects

Products I've built solo, with AI

Personal project · Built with Claude · 2026⛱ Live at nowcast.capetown

Nowcast: real-time Cape Town beach conditions

27 beaches trackedOpen-Meteo + City of Cape Town dataSolo build with Claude

Problem. Cape Town has dozens of beaches with wildly different conditions on any given day — wind, temperature, water quality — and no easy way to tell which one is worth the trip. I also wanted a real end-to-end test of building a product solo with AI.

Approach. Built a scoring system that combines air and sea temperature with wind speed, pulling live data from Open-Meteo and beach metadata — amenities, water quality, lifeguards — from the City of Cape Town, with filtering across 27 beaches. Designed, built, and shipped it end-to-end working solo with Claude.

Outcome. Live at nowcast.capetown, giving Cape Town beachgoers a real-time score for every beach in the city.

Nowcast showing the best Cape Town beach right now, with live air, sea, wind and sky conditions
Personal project · Built with Claude · 2026📬 Runs on autopilot

Jamesmail: a bot that reads my kid's school newsletters

Gmail → Claude → Google CalendarPDF attachments parsed tooSolo build with Claude

Problem. Our school sends newsletters packed with dates — closures, deadlines, sports days, fee cutoffs — buried in paragraphs of text (and sometimes a PDF for good measure). I kept missing things.

Approach. A scheduled pipeline polls Gmail for new newsletters, pulls text from the body and any PDF attachments, and hands it to Claude with a structured extraction prompt anchored to the email's send date rather than the processing date — so relative dates like "this Friday" don't drift when a backlog of unread mail builds up. Ambiguous timing ("later this term") is deliberately left out of the calendar rather than guessed. Extracted events are deduplicated and written straight to our family Google Calendar, alongside a summary email and a weekly two-week look-ahead digest.

Outcome. It's saved us from at least a few "wait, school's closed today?!" moments — and gave me a real, low-stakes place to get careful about prompt-injection handling and date-logic bugs, since the input is coming straight from an inbox I don't fully control.

Personal project · Built with Claude · 2026🔒 Runs 100% locally

Joumoney: a finance dashboard that learns your spending habits

TF-IDF + logistic regression classifier26+ pytest modulesSolo build with Claude

Problem. Bank statements pile up as PDFs and CSVs with no consistent categorization, and the cloud finance apps that could make sense of them require handing over transaction data to a third party. I wanted month-by-month visibility into spending without any of it leaving my machine.

Approach. Joumoney imports bank statements through bank-specific parsers — Investec, Discovery, and more — with generic CSV/PDF fallbacks for the rest, then runs each transaction through a hybrid categorizer: a small set of seed rules catches obvious cases like payroll and brokerage transfers, backed by a TF-IDF + logistic regression classifier trained on my own correction history. Predictions are confidence-gated, so only high-confidence categorizations auto-apply — everything else routes to a quick review queue rather than silently guessing wrong. A second, scoped classifier assigns optional subcategories (Transport → Uber) constrained to the parent category, and hash-based dedup keeps overlapping statement re-uploads from creating duplicate transactions.

Outcome. Every fix I make during review becomes a training example, so the categorizer gets more accurate the more I use it — and a monthly dashboard shows where the money actually went, trended over time, entirely on-device. Backed by 26+ pytest modules covering parsing, categorization, and storage.

Experience

A decade shipping fintech

  • Led product for the Bitcoin Beneficiaries feature — shortlisted as a Money20/20 Europe 2025 Diamond Finalist.
  • Doubled onboarding conversion rate via a structured experimentation cadence (~30 A/B tests/year) using Amplitude, featured as a published case study.
  • Owned the Payments roadmap, driving initiatives across acquisition, KYC, and cross-border payment flows.
onboarding-funnel.png
  • Reduced cost-to-serve by rebuilding support tooling and deflection flows, contributing to $1.5M+ in annualised savings across Kraken and Luno.
  • Partnered with engineering and ops to ship self-serve features that eliminated the highest-volume ticket categories.
  • Scaled the Customer Success team from 25 to 170 agents, operating 24/7 in 7 languages across multiple markets.
  • Built the internal tooling and knowledge systems that maintained quality at scale while reducing per-ticket cost.
  • Designed and iterated the online learning platform experience for global university-partner programmes.
Expertise

How I work

01
Product Strategy

Connecting user problems to business outcomes. I work from first principles — defining the right problem before jumping to solutions, and validating direction early with lightweight research.

02
AI for Efficiency

Practical application of AI tooling to reduce operational overhead — from support deflection to internal workflow automation. I focus on impact over novelty.

03
Data Analysis

Comfortable in SQL and Amplitude. I use data to understand behaviour, size opportunities, and measure outcomes — not to justify decisions already made.

04
Experimentation

Running structured A/B tests at ~30/year cadence. I treat experimentation as a muscle — building team capability and a shared language around metrics, not just running occasional tests.

05
User Research

Mixing qualitative and quantitative methods. I use research to challenge assumptions and sharpen problem definitions, not as a post-hoc validation exercise.

06
Team Leadership

Scaled and led cross-functional teams in high-growth, regulated environments. I build the systems and culture that let teams operate at speed without sacrificing quality or compliance.

Recommendations

What people say

From managers and teammates across Xapo Bank, Kraken and GetSmarter, via LinkedIn.

“

Joe is the kind of PM who makes everyone around him better. He brings a rare combination of analytical rigour and genuine user empathy — and he knows how to build the team culture that makes great product work possible.

“

Joe has an exceptional ability to take ambiguous, complex problems and turn them into clear, well-executed product roadmaps. His work on onboarding and payments has been transformational for Xapo.

“

Working with Joe is a master class in product thinking. He comes prepared, asks the right questions, and creates the kind of alignment that makes engineering teams want to build.

“

Joe built something rare at GetSmarter — a support organisation that genuinely felt like a product team. His instinct for systematising quality at scale was years ahead of where most CS orgs operate.

“

Joe invested in the people around him as much as the product. He created an environment where you felt ownership and accountability — and that made us all perform at a higher level.

“

Joe brings a thoughtful, evidence-based approach to every decision. He's the person in the room who asks the uncomfortable question that turns out to be the most important one.

Get in touch

Let's build something people actually use.

Open to senior and lead PM roles in fintech. Based in Cape Town — available globally. Reach out via email or LinkedIn.