Vice President, Customer Strategy & Analytics

Were looking for a Vice President Customer Strategy & Analytics to take on some of the companys most complex customer and business questions and turn them into clear decisions real-world tests and scalable strategies.

This is not a traditional analytics insights or business intelligence role. You wont be measured by how many dashboards you produce or how much research you complete. Youll be measured by whether Vacatia makes better customer decisions because of your work.

Youll combine quantitative analysis customer psychology direct customer learning frontline insight experimentation and business economics to understand what is really happening what Vacatia should do differently and whether the solution actually works.

If youre someone who is energized by ambiguity likes getting close to both the data and the customer and knows how to move from analysis to action this is a rare opportunity to build a strategic capability with direct executive visibility.

• Solve Real Problems: Work on complex questions tied to retention engagement affordability usage service and owner exit.
• Influence Enterprise Decisions: Partner directly with executive leadership and shape how Vacatia treats customers across Customer Operations Sales Collections Marketing Product and Technology.
• Go Beyond Insights: Move from evidence and hypotheses into real-world experimentation business decisions and scalable strategy.
• Work Across Data and Human Behavior: Combine structured customer and financial data with calls transcripts customer conversations frontline observations and behavioral insight.
• Build Something New: Help create Vacatias customer decisioning capability including segmentation experimentation lifecycle strategy contact rules and customer treatment frameworks.

• Take ambiguous customer problems and turn them into specific business questions hypotheses tests and clear recommendations.
• Develop actionable customer segments based on what Vacatia should do differently for different customer groups.
• Combine quantitative analysis with direct customer and frontline learning to understand the real drivers behind customer behavior.
• Design and lead real-world experiments that test customer interventions before the company scales them.
• Define how Vacatia should coordinate customer outreach across service sales collections marketing and automated journeys.
• Establish rules for contact frequency channel sequencing priorities suppression and human intervention.
• Determine when a customer treatment should continue change stop or scale based on measured outcomes.
• Connect customer outcomes to revenue retention payment behavior service cost and long-term business economics.
• Translate proven customer learning into policies decision rules business requirements and scalable operating strategies.
• Partner with Customer Operations Data Marketing Sales Collections Product Technology Finance and other teams to turn customer strategy into execution.
• Bring senior leadership clear recommendations and decisions rather than fragmented reporting or open-ended analysis.

• 12 years of progressive experience in customer strategy lifecycle strategy decision science product strategy behavioral analytics growth strategy customer operations strategy general management or a related field.
• Exceptional structured problem-solving skills and comfort owning questions that do not have obvious answers.
• Strong analytical fluency with the ability to work directly with customer operational and financial data.
• SQL or comparable hands-on data experience is strongly preferred.
• A strong understanding of customer psychology motivation behavior and decision-making.
• Experience combining qualitative customer evidence with quantitative and financial analysis.
• Proven experience designing experiments and translating results into real business decisions.
• Experience developing segmentation lifecycle personalization or customer treatment strategies.
• Strong commercial judgment and the ability to evaluate customer decisions through both customer and company economics.
• The ability to move comfortably between detailed analysis frontline observation and executive-level recommendations.
• A willingness to listen to calls speak with customers observe frontline operations and challenge assumptions.
• Strong executive communication and cross-functional influence.
• Comfort operating initially as a highly accountable senior individual contributor with significant enterprise visibility.
• Experience in travel hospitality loyalty subscription services financial services insurance telecommunications marketplaces or another business with complex customer treatment decisions is a plus.
• Direct timeshare or vacation ownership experience is not required.

• This is not a dashboard-production role.
• This is not a pure data science or engineering role.
• This is not a research role that ends with insights.
• This is not journey mapping without accountability for what happens next.
• This is not process improvement focused on automating an unproven workflow.
• This is not campaign production or CRM administration.
• And it is not program management coordinating work owned by others.
• This role owns the thinking testing decisioning and customer strategy itself.

If youre ready to help Vacatia answer its hardest customer questions with evidence judgment experimentation and a clear point of view wed love to hear from you.