SAPIENS
Director, Customer Value Delivery
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Program Director – Customer Architect
Location: Unspecified (Remote/Hybrid Policy)
Shape the future of insurance transformation at some of the industry’s most impactful organisations. As Program Director – Customer Architect, you will lead transformative customer programs that drive digital and AI-driven change underpinning growth and long-term success. This role partners with C-suite stakeholders and Sapiens leadership to accelerate value, uphold delivery excellence, and ensure programs deliver measurable business outcomes across finance, risk, and operations.
About the Role & Purpose
The Program Director – Customer Architect (PDCA) is the accountable leader for program governance, milestone execution, and value delivery within a customer engagement. Reporting to the Delivery Success team, this position sits at the intersection of strategic customer outcomes, AI-led delivery, and enterprise-scale transformation.
Core Accountabilities
- Program Delivery Integrity: Ensure timely delivery against agreed exit criteria, proactively manage risks, and accelerate time-to-value for customers.
- AI-Native Execution: Operate a self-optimising delivery model where automation handles repetitive tasks, freeing capacity for judgement-intensive leadership.
- Commercial & Technical Liaison: Partner with Customer Success to steer the end-to-end Customer Value Journey—from implementation to long-term adoption—while aligning delivery milestones with financial outcomes (NRR, ARR, account margins).
Key Responsibilities
01 – Program & Commercial Outcomes
✔ End-to-end owner of program lifecycle, from initiation to closure, across all workstreams (platform implementation, integration, data migration, and business change).
- Ensure on-time, in-scope, and on-budget delivery.
- Define and track time-to-value (TTv) baselines—objectively quantify and accelerate measurable business outcomes for customers.
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✔ Own NRR contribution of the customer portfolio in partnership with Customer Success:
- Identify upsell/cross-sell opportunities and convert insights into pipeline.
- Drive expansion levers tied to retention, engagement, and margin growth.
✔ AI-native execution model:
- Direct AI tools for status reporting, risk tracking, documentation, and cadence management.
- Evaluate AI outputs critically to ensure accuracy and reliability.
- Shift manual governance tasks to automation to free capacity for strategic work.
02 – Milestone Discipline & Risk Management
✔ Milestone precision:
- Define and owners clear exit criteria with signed-off acceptance per phase—never becoming a “red project”.
- Structure program alignment: No scope outside agreed exit criteria = no negotiation; any deviation is a formal change order.
- Holds boundaries firmly to protect program direction.
✔ Milestone-billing alignment:
- Ensure commercial billing triggers align with milestone gates—Customer Success and Delivery collaborate to manage this unification.
✔ Risk & dependency profiling:
- Maintain a live risk register, proactively identify, assess, and mitigate threats before escalation.
- Surface interworkstream conflicts/vendors early, eliminating integration surprises.
03 – Industry-First Insurance Fluency
✔ Demonstrate deep insurance domain expertise:
- Understand P&L drivers, regulatory pressures, and market competition across lines (Life & Pension, Property & Casualty, etc.).
- Speak ** technology & business strategy **—articulate the Insurance Ontology (shared data models) and AutonomousInsurer thesis (AI-native operating model) to customers. ✅ Elevate discussion beyond project scope to reflect long-term structural advantage.
04 – Proactive Customer Leadership
✔ C-suite face for escalations:
- Adopt pre-emptive change—catch problems (frustration, ambiguity, or drift) before they become major incidents.
- Hold difficult conversations confidently to resolve conflicts.
✔ Customer Value Journey partnership:
- Work in tandem with the Customer Success Manager—PDCA delivers program execution, CS drives commercial relationship and expansion trajectory.
- Share Customer Health metrics between teams; ensure Delivered Success → Sustained Success demo.
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05 – Resource Orchestration & Team Growth
✔ Cross-functional leadership:
- Manage blended teams (Sapiens, offshore, SI partners, customer-side)
- Align all parties on timeframes, accountability, and pace.
✔ Talent development as a business lever:
- Lead full talent lifecycle (including transitions) with of transparency and intent.
- Treat Project Managers in your unit as reportees: enforce high standards and cure brittleness proactively.
✔ Sapiens ambassadorship:
- Articulate Sapiens’ threefold story (Ontology, AutonomousInsurer, AI moat) to customers and internal teams.
Desired Skills & Experience
-
Leadership track record:
- 15–18 years in complex software program delivery, with 5+ as senior leadership.
- Manage multi-workstream programs (insurance or financial services).
- Portfolio-size experience delivering segmented initiatives tied to commercial flywheels (NRR, ARR).
-
Industry & technical depth:
- Insurance technology fluency preferred (Policy Admin Systems, P&C/Life expertise). PAAS implementations experience advantageous.
- Strong regulatory/compliance awareness (IFRS 17, Solvency II, etc.).
-
Delivery & methodology mastery:
- Milestone governance architecture (exit criteria, scope control, change order protocols).
- Hybrid/SAFe program management experience.
- Milestone-based billing alignment, budget forecasting, cost-to-serve awareness.
-
AI transformation & software implementation:
- Familiarity directing AI in program management (risk profiling, status tracking).
- SaaS (new enterprise model) rollout portfolio experience graded advantage.
-
Personal aptitudes:
- Stakeholder/mesh moulding (turbo-charge executive cloning: rotating across regional business functions to solve disputes).
- Leading simplification as a change enabler: foster organisational change to reinforce adoption.
-
Preferred/advantageous credentials:
- PMP, PgMP, PRINCE2.
- Postgraduate qualification (MBAs favourable) in business/insurance.
Contact: lisa.smith@sapiens.com (for clarifications, but apply via website/LinkedIn).
This baton-pass experience requires not just domain fluency but red-hot programme delivery imperative.—Sapiens
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