Job Title
Director, Customer Insight & Experience, North America

Job Description
Overview of the role
As Director of Customer Insight & Experience for North America, you will play a pivotal role in shaping how Sage understands and serves its customers. Acting as the voice of the customer at a regional level, you'll lead the delivery of actionable insights that inform product direction, brand strategy, go-to-market plans and commercial growth.

You'll partner closely with senior leaders across the business, translating complex data into clear, compelling recommendations that drive measurable outcomes. This is a highly visible leadership role with the opportunity to influence strategic decision-making and accelerate sustainable growth across one of Sage's most important regions.

Overview of the team
You'll work as part of Sage's global Customer Insight & Experience (CI&E) community, collaborating with a well-established central hub based in London. Together, you'll combine regional expertise with global capability to deliver customer, market and experience intelligence at scale.

In North America, you'll act as the senior CI&E leader and a trusted business partner to cross-functional teams including Product Marketing, Brand, Product, Go-to-Market (GTM), Customer Success and regional leadership. The team is focused on embedding a truly customer-centric, insight-led culture across the organisation.

Office location
Atlanta, United States
Hybrid Working - 3 days per week in our Atlanta office and 2 days from home

Key Responsibilities
What you'll be doing?
You'll lead the development and activation of a best-in-class customer insight and experience capability across North America, driving impact through:
• Developing and delivering a North America Customer Insight & Experience strategy that shapes regional growth priorities, marketing plans, product innovation and customer value propositions.
• Generating and activating actionable customer, market and competitor insights that inform strategic decisions and improve commercial performance.
• Acting as the primary CI&E business partner to North America's senior leadership team, influencing decision-making across Product, Brand, GTM and Customer Success.
• Championing the voice of the customer, embedding customer-led thinking into planning, investment decisions and strategic initiatives.
• Leading customer experience measurement and insight activation, identifying opportunities to improve satisfaction, advocacy, retention and growth.
• Establishing and leading Customer Advisory Boards (CABs), ensuring customer perspectives directly shape product strategy, experience improvements and go-to-market plans.
• Leveraging Sage's global CI&E hub to ensure consistent, high-quality insight delivery and alignment with global best practices.
• Managing research partners and agencies to deliver high-quality, scalable insight programmes.
• Driving a culture of customer-centricity by promoting the use of insight, data and evidence across the organisation.
• Supporting executive leadership with customer-informed decision-making, ensuring strategies are grounded in a deep understanding of customer needs and behaviours.

What we are looking for?
We're looking for a strategic leader who can combine deep expertise in customer insight with strong commercial awareness and executive influence.
You'll bring:
• Significant experience in customer insight, market research or customer experience within a B2B software or technology environment.
• Proven ability to translate complex data into actionable insights that influence senior stakeholders and business decisions.
• Experience developing and executing insight strategies that drive growth, retention and product-market fit.
• Strong stakeholder management skills, with the ability to influence and build credibility at C-suite level.
• Excellent communication skills, with the ability to simplify complexity and drive clarity and action.
• Strong leadership capability, with experience building high-performing teams and fostering a culture of excellence.
• Experience with advanced analytics and market research methodologies.
• Strong business acumen and ability to operate effectively in a fast-paced, ambiguous environment.
• A marketing or research qualification (e.g. MRS, CIM) or equivalent experience.

What's in it for you?
Plenty of perks:
• Competitive salaries.
• Comprehensive health, dental and vision coverage.
• 401(k) retirement match. (100% matching up to 4%)
• 32 days paid time off. (21 personal days, 10 national holidays, 1 floating holiday)
• 18 weeks paid parental leave for birth, adoption or surrogacy offered 1 year after start date.
• 5 days paid yearly to volunteer. (through Sage Foundation)
• $5,250 tuition reimbursement per calendar year starting 6 months after hire date.
• Sage Wellness Rewards Program. ($600 wellness credit and $360 fitness reimbursement annually)
• Library of on-demand career development options and ongoing training offering.

Function
Commercial Operations

Country
United States

Office Location
Atlanta

Work Place type
Hybrid