Job Description

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.

• 10+ years of experience in product management, product operations, or a related discipline, with at least 5 years in a leadership role.
• Deep understanding of modern product development practices, customer discovery methodologies, and cross-functional collaboration with experience with optimizing teams, communication strategies and is a champion of change management
• Analytical and data-driven, with experience building KPI frameworks and leveraging data to drive consensus decision making
• A customer-centric mindset, representing the voice of the user at every stage of product development.
• Excellent presentation skills to educate, inspire, and drive unity across multidisciplinary teams. Advanced proficiency in PowerPoint is required.
• Proven track record aligning teams across sales, marketing, engineering, and design to execute cohesive strategies.
• Passion and expertise for organizational design and business processes management. Bringing efficiencies to teams to allow them to focus, create, and deliver is second nature.
• Executive level communication and storytelling to offer effective updates and streamline communication to a broad audience

• You lead and manage your team members with clear accountability frameworks, while maintaining open communication, collaboration, and mentorship. Their success makes you shine as a manager.

  Success in This Role Looks Like

• Streamlined, scalable product development processes that improve team velocity and predictability.
• A deeply informed product strategy rooted in validated customer insights.
• Increased product adoption, satisfaction, and business impact driven by product-led growth.
• A cohesive, empowered product organization aligned around a shared vision and ways of working.

The salary range for this position is $200,000.00 - $240,000.00 USD, which is dependent on a several factors including relevant experience, geography, business needs and market demand. This role may offer the following benefits: medical, vision, and dental insurance; life insurance; disability insurance; a 401(k)-matching program; among other employee benefits. This role may also be eligible for short-term or long-term incentive compensation, including, but not limited to, cash bonuses and stock program participation. This role includes paid Flexible Time Off and paid company holidays.

At Caesars Digital, We Don’t Just Play the Game — We Set the Standard.

As a proud part of Caesars Entertainment, the world’s premier gaming company with more than 80 years of sports betting leadership, Caesars Digital is Blazing The Trail in digital innovation, customer experience and industry excellence.

We believe every Team Member should be treated like royalty because We Are All Caesars This guiding principle fuels our commitment to delivering legendary service and creating unforgettable experiences for our customers.

From cutting-edge digital platforms including Caesars Sportsbook, Caesars Palace Online, Horseshoe Online Casino and Caesars Racebook, to the continuing expansion of our retail footprint and our William Hill legacy, along with powerhouse partnerships across sports and entertainment, we’re building something extraordinary. And we want you to be part of it.

Ready to make your mark on the Empire?

Explore our open roles and discover how you can help shape the future of gaming.

Join us. Blaze the Trail. Because at Caesars Digital, We Are All Caesars.