Director, Customer Value Delivery in London

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.

• 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.