Vice President of Customer Insights

Welcome to Caesars Digital, the forefront of innovation in North America's gaming industry. As the largest gaming company on the continent, we are dedicated to extending Caesars renowned hospitality to our digital customers. Within our dynamic Customer Experience department, we are proud to house some of the brightest minds in the tech world. Our Sports Betting and iGaming products are constantly evolving to meet our customers’ needs, thanks to a proprietary platform built from the ground up. Fueled by a culture of autonomy and decisiveness, our team relentlessly pursues excellence through continuous improvement and data-driven product development.  

Join us in charting the course for the next generation of Sports Betting and iGaming products as we grow our market share, working alongside like-minded superstars who thrive on innovation and excellence.  

Our VP of Customer Insights will obsess over their customer and pride themselves on developing features their customers love. They are ca critical component of developing our strategies with their deep understanding of our customer behaviors, market trends, and data analysis to drive our business growth. They are natural leaders and compelling story tellers who inspire, are collaborative to their core, and acutely translate research into actionable strategies.

The VP, Customer Insights is a senior strategic leader responsible for optimizing the product development lifecycle, scaling operational excellence, and ensuring customer insights directly influence product strategy. This role sits at the intersection of operational rigor and customer understanding, enabling product teams to move faster, make better decisions, and consistently deliver solutions that meet validated market needs. 

This leader drives process scalability fosters cross-functional alignment and builds a customer-centric culture that fuels product-led growth. They own the systems, insights, and organizational structures that reduce operational bottlenecks and strengthen product market fit across the portfolio. 

1. Product Operations (Scalability & Process Excellence) 

• Build and scale product operations frameworks that streamline workflows, improve predictability, and increase velocity across product, engineering, and design teams. 
• Own shared product tooling, documentation standards, and operating cadences (road mapping, planning, retros, etc.). 
• Establish KPI dashboards, power point presentations, and operational metrics that measure product health, team efficiency, and roadmap delivery. 
• Partner with business and engineering leadership to ensure smooth execution of development processes and eliminate cross-team friction. 

2. Customer Discovery & Market Validation 

• Own the voice of customer, and inject that in our products and service functions 
• Lead end-to-end customer research programs to uncover pain points, identify unmet needs, and validate new product opportunities. 
• Build repeatable discovery frameworks—live focus groups, interviews, surveys, experiments, prototype testing—to strengthen confidence before investment. 
• Translate customer and market insights into strategic product recommendations and validate hypotheses. 
• Identify emerging trends, competitive threats, and whitespace opportunities to guide long-term product strategy. 

3. Strategic Alignment & Product Direction 

• Ensure customer insights meaningfully influence the product roadmap, OKRs, and investment priorities. 
• Collaborate with product leadership to define short- and long-term strategies grounded in measurable customer value. 
• Partner cross-functional with marketing, sales, CX, data, and finance to align product strategy with company-wide goals. 
• Communicate product vision and customer insights to executives and stakeholders, ensuring alignment and accountability. 

4. Leadership & Organizational Development 

• Lead and mentor product managers, product operations specialists, and research roles—building a culture of customer obsession and operational discipline. 
• Elevate the product organization with best practices, training, and frameworks that improve decision-making and execution. 
• Foster a high-performance culture centered on experimentation, learning, and outcome-driven product management.