SAPIENS
Director, Customer Value Delivery
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Director, Customer Value Delivery
Director, Customer Value Delivery
About the Role
Shape the future of insurance transformation at some of the industry's most important organisations. As Director, Customer Value Delivery, you will lead complex, enterprise-wide customer programmes that sit at the heart of digital and AI-driven change. Partnering with C-suite stakeholders and Sapiens leadership, you'll drive delivery excellence, accelerate customer value, and ensure every programme delivers measurable business outcomes.
This is a unique opportunity for a seasoned delivery leader to combine:
- Deep insurance expertise
- Commercial acumen
- AI-native ways of working to influence both customer success and long-term growth.
Core Responsibilities
01. Program Delivery & Commercial Outcomes
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End-to-end delivery ownership
- Lead the full programme lifecycle: initiation, planning, execution, and closure.
- Accountable for on-time, in-scope, and on-budget delivery across all workstreams (e.g., platform implementation, integration, data migration, business change).
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Time-to-Value advocacy
- Define and track time-to-value baselines from programme initiation to realisation.
- Ensure commercial commitments (e.g., standard implementation timelines) are met or accelerated to drive customer conversations.
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AI-led SaaS implementation efficiency
- Optimise programmes to match Sapiens’ AI-led SaaS delivery model with a *configuration-over-customisation discipline.
- Shorten implementation cycles and maximise customer time-to-value.
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Commercial outcomes partnership
- Work with Customer Success to own New Revenue Recognition (NRR) contributions for the customer portfolio.
- Identify upsell/cross-sell opportunities and convert them into pipeline growth.
- Lead discussions on Account Margin and Customer Reference Ability.
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AI-native execution model
- Direct AI-driven delivery (e.g., status tracking, risk summarisation, reporting).
- Evaluate AI outputs to accelerate pace and offload repetitive tasks.
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02. Milestone Management & Exit Criteria
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Precision milestone governance
- Define milestones with clear definitions of done and exit criteria.
- Ensure formal customer acceptance before programme progression (preventing "red projects").
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Exit criteria discipline
- Agree exit criteria upfront—not upon completion. Departures from scope are legitimised as change orders.
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Billing alignment
- Align delivery milestones with commercial billing triggers.
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Risk and dependency management
- Maintain a live risk register.
- Identify/escalate risks/interdependencies proactively and drive resolutions.
03. Insurance Industry Fluency & Customer Understanding
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Deep insurance domain expertise
- Mastery of P&L drivers, operational models, regulations, and competitive forces in Life & Pension, Property & Casualty, or equivalents.
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Insurance Ontology & AutonomousInsurer thesis
- Articulate why shared data models in insurance create structural advantages.
- Advocate for AI-native insurance operations as Sapiens enabler.
04. Proactive Customer Relationship & Escalation Management
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C-suite stakeholder ownership
- Substantive relationship-builder, trusted advisor when issues matter.
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Proactive escalation management
- Identify early signals of friction (e.g., customer frustration) and previsto prevent crises.
- Conduct sensitive, candid conversations preemptively.
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Customer Success synergy
- Collaborate with Customer Success to own the Customer Value Journey: from implementation to long-term success.
- Ensures smooth handoff between delivery and commercial expansion.
05. Resource Orchestration & Team Leadership
- Cross-functional orchestration
- Manage coordinated workstreams across:
- Sapiens employees
- Offshore delivery resources
- SI partners
- Customer-side teams
- Manage coordinated workstreams across:
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Leadership with intent
- Drive team capability through conversations on growth (HR not treated as an afterthought).
- Conduct talent lifecycle with candour (e.g., onboarding → succession planning).
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Sapiens virtue representation
- Articulate the organisation’s insurance ontology, AutonomousInsurer thesis, and AI moat to customers.
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Project Manager leadership
- Lead a team of Project Managers.
- Model/expect accountability for delivery principles and anchor programme standards.
Desired Skills & Experience
Background & Expertise
- Experience: 15–18 years leading enterprise software programmes, with at least 5 years in senior delivery leadership.
- Industry: Proven track record managing multi-workstream programmes in insurance or fintech.
- Domain: Deep expertise in Polic Administration Systems (PAS) and broader insurance technology.
- Academic Credentials: Preferred: Relevant postgraduate qualifications.
Core Competencies
- Delivery governance
- Experienced in: exit criteria design, scope control, change order processes.
- Scaled delivery frameworks: Scaled Agile (SAFe), hybrid methodologies.
- Team leadership
- Skilled in managing global cross-functional teams (onshore/offshore, matrices).
- AI integration
- Directed AI tools (e.g., status tracking tools) for programme management.
- Financial literacy
- Budget ownership, forecasting, and cost-to-serve awareness.
- Certifications (advantageous):
- PMP, PgMP, or PRINCE2.
- Communication
- Comfort with steering committees and rolling up to senior stakeholders.
Contact: lisa.smith@sapiens.com
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