At a Glance
- Tasks: Lead transformative insurance programmes and drive customer value through AI-driven solutions.
- Company: Join a forward-thinking company at the forefront of insurance innovation.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic role with significant impact on customer success and long-term growth.
- Why this job: Shape the future of insurance while collaborating with industry leaders and cutting-edge technology.
- Qualifications: 15+ years in software delivery, deep insurance knowledge, and strong leadership skills required.
The predicted salary is between 55000 - 65000 £ per year.
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, and AI-native ways of working to influence both customer success and long-term growth.
You will own the execution and delivery integrity of Sapiens customer programs. This role sits within the Delivery Success team and is the primary accountable leader for program governance, milestone management, and value delivery inside a customer engagement. The DCVD is a senior delivery leader who brings deep insurance industry fluency, commercial discipline, and the judgement to manage complex, multi-workstream programs with clarity and speed. The role is accountable for ensuring that every milestone is delivered to an agreed exit criteria, that every risk is visible before it becomes a crisis, and that the delivery model operates at the pace that shortens time-to-value for the customer.
The DCVD operates an AI-native delivery model in which the execution layer is progressively automated, enabling the role to focus on discernment, governance, and the customer relationship. The role works in close partnership with the Customer Success team, together stewarding the Customer Value Journey – the end-to-end path from implementation through to long-term success and value realization. Commercial outcomes – NRR, ARR, account margin, and customer reference ability – are shared responsibilities.
Key Responsibilities:- Program Delivery & Commercial Outcomes
- End-to-end delivery ownership: Leads the full program lifecycle from initiation through planning, execution, and closure. Accountable for delivery on time, within scope, and within budget across all workstreams – including platform implementation, integration, data migration, and business change.
- Time to Value: Owns the pace at which the customer realises measurable business outcomes from the Sapiens engagement. Defines the time-to-value baseline at programme initiation, tracks progress against it at every milestone and uses delivery decisions to actively shorten it.
- AI-led SaaS implementation velocity: Moves programs toward faster implementation cycles consistent with Sapiens’ AI-led SaaS delivery model.
- Commercial Outcomes – In partnership with Customer Success, owns NRR contribution of the customer portfolio.
- Growth - Identifies upsell and cross-sell potential during delivery and converts insight into pipeline opportunities.
- AI-native execution model: Operates a delivery model in which AI handles the execution layer: status tracking, risk summarisation, documentation, meeting outputs, and reporting cadences.
- Milestone Management & Exit Criteria
- Milestone ownership: Defines, manages, and tracks program milestones with precision.
- Exit criteria discipline: Works with the customer to agree exit criteria at the start of each phase.
- Milestone-based billing alignment: Ensures that delivery milestones align with commercial billing triggers.
- Risk and dependency management: Maintains a live program risk register.
- Insurance Industry Fluency & Customer Understanding
- Insurance domain depth: Develops and maintains a deep understanding of the customer’s business.
- Insurance Ontology and AutonomousInsurer thesis: Carries the Sapiens intellectual point of view into every customer engagement.
- Proactive Customer Relationship & Escalation Management
- Customer relationship ownership at the program level: Holds the customer relationship at the C-suite level on substance and trust.
- Proactive escalation management: Acts ahead of the problem, not in response to it.
- Customer success partnership: Works in close coordination with the Customer Success Manager on the account.
- Resource Orchestration & Team Leadership
- Cross-functional team orchestration: Manages delivery across blended teams.
- Team leadership and development: Treats team development as a commercial lever.
- Sapiens ambassadorship: Carries the Sapiens point of view into customer environments.
- Project Manager leadership: Directly leads a team of Project Managers across the program.
- 15–18 years of experience leading complex enterprise software programs, with at least 5 years in senior delivery leadership.
- Proven track record managing multi-workstream programs in insurance or financial technology environments.
- Deep insurance domain knowledge: Life & Pension, Property & Casualty, or equivalent specialty lines.
- Demonstrated expertise in milestone-based delivery governance.
- Experience leading global cross-functional teams including SI partners, offshore delivery resources, and customer-side teams in a matrixed environment.
- AI transformation experience: practical comfort directing AI tools across program management functions.
- Program financial management: budget ownership, forecasting, cost-to-serve awareness, and milestone-based billing alignment.
- Excellent communication and stakeholder management skills.
Contact: lisa.smith@sapiens.com for any questions. We kindly ask that you apply via our website or LinkedIn.
Director, Customer Value Delivery in London employer: Sapiens
At Sapiens, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. As a leader in insurance transformation, we provide our employees with unique opportunities for growth and development, particularly in the rapidly evolving fields of digital and AI-driven solutions. Our commitment to employee success is reflected in our supportive environment, where every team member is empowered to drive meaningful change and contribute to the long-term success of our clients.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Customer Value Delivery in London
✨Dive Into Industry Networking Events
Get your foot in the door by attending insurance industry events and conferences. Not only will you learn about the latest trends, but you'll also meet potential employers and industry peers. Check out local chapters of professional bodies like the Chartered Insurance Institute for valuable meetups.
✨Use LinkedIn to Your Advantage
Don’t underestimate the power of LinkedIn in the insurance world. Engage with industry content, join relevant groups, and connect with professionals at companies you admire (like Sapiens). A thoughtful message explaining your interest can really make a difference!
✨Look Out for Graduate Schemes
Many firms in insurance have structured graduate programmes. Keep an eye on application windows and utilise your university's career services for insider tips. These schemes are designed to develop talent and often lead to permanent roles after your initial training.
✨Leverage Your Current Connections
Got friends or family in the industry? Now’s the time to reach out! Personal referrals can give you a head start, so let them know you're on the lookout for full-time opportunities at places like Sapiens. Don’t shy away from asking for a coffee chat; you never know what doors it might open!
We think you need these skills to ace Director, Customer Value Delivery in London
Some tips for your application 🫡
Highlight Your Analytical Skills:In insurance, we love a candidate who can crunch numbers and analyse data effectively. When crafting your CV, make sure to showcase any relevant coursework or experiences that highlight your analytical abilities, especially if you’ve tackled risk assessment or financial modelling.
Showcase Industry Knowledge:Don’t be shy about your knowledge of the insurance sector! We want to see that you've done your homework on current trends, regulations, and challenges in the industry. Mention any relevant projects or studies you’ve completed that demonstrate your understanding of the field in your cover letter.
Craft a Compelling Cover Letter:Your cover letter should tell us why you’re passionate about insurance. Share any personal experiences or what drew you into this profession. We’re looking for enthusiasm and a clear motivation for why you want to be part of our team at Sapiens.
Tailor Your CV for the Role:Don't just send a generic CV! Focus on tailoring it specifically for the insurance role at Sapiens. Highlight relevant skills such as risk management, customer service experience, or any certifications you've earned in the industry to make your application stand out.
How to prepare for a job interview at Sapiens
✨Know Your Numbers: Insurance Fundamentals
Brush up on your understanding of key insurance concepts, like underwriting principles and risk assessment. Expect the interviewer at Sapiens to throw some technical questions your way, so be ready to demonstrate your grasp of these essentials.
✨Showcase Your Analytical Side
In the insurance world, it's all about data. Prepare to discuss any analytical tools or methodologies you've used in past experiences. If you have a portfolio of projects where you've tackled complex data, bring that along to impress the team!
✨Prepare for Behavioural Questions
As a full-timer at Sapiens, they'll want to know how you handle real-life scenarios, not just theory. Think about challenges you've faced in teamwork or customer service, and how those experiences can relate to a career in insurance.
✨Know the Company Culture Inside Out
Understanding Sapiens's values and workplace culture is essential. Don’t just memorise their mission statement; think about how your personal values align with theirs. This will show your genuine interest in being part of their team long-term.
