Vice President, Customer Strategy & Analytics

About the Role

Vacatia is seeking a Vice President, Customer Strategy & Analytics to tackle the company's most complex customer and business questions, turning them into clear decisions, real-world tests, and scalable strategies. This role combines quantitative analysis, customer psychology, direct customer learning, frontline insight, experimentation, and business economics to understand what is happening, what should be done differently, and whether the solution works.

Your Impact

• 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

What You Bring

• 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
• 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
• Ability to move comfortably between detailed analysis, frontline observation, and executive-level recommendations
• 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

Why You'll Love Working at Vacatia

• 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 Vacatia's customer decisioning capability, including segmentation, experimentation, lifecycle strategy, contact rules, and customer treatment frameworks

This Role Is Different

• 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