From Metrics to Meaning: Building a Customer-Centric Finance Org

Episode notes

How do you keep finance customer-centric—especially when you’re scaling fast, operating across regulated markets, and navigating crisis moments? In this episode of The CFO Playbook, David McClelland is joined by Mohamed “Mo” Omaizat, CFO and Managing Director at Taxfix, the Berlin-based, AI-first tax platform helping customers file taxes more easily across multiple European markets. Mo shares why customer-centricity isn’t a slogan - it’s a leadership system: calendar time with frontline teams, regular rituals, and tying financial models directly to customer behaviour (retention, frequency, cohort dynamics). He also explains how he approaches resource allocation across product, segment, and geographic growth using a customer-weighted ROI lens - and why regulation, at its core, is about trust. Mo reflects on lessons from investment banking and private equity through to scaling playbooks at Rocket Internet, and the leadership demands of guiding teams through crisis - staying authentic, telling the truth, setting direction, and rebuilding step by step.