Vice President, Customer Strategy & Analytics

Vacatia is an innovative hospitality company reimagining the vacation ownership and travel experience through a combination of technology, service, and smarter customer strategy.

We’re looking for a Vice President, Customer Strategy & Analytics to take on some of the company’s 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 won’t be measured by how many dashboards you produce or how much research you complete. You’ll be measured by whether Vacatia makes better customer decisions because of your work.

You’ll 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 you’re 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 Vacatia’s 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…