Director, Customer Insights & Experience Strategist- North America

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 highly visible, individual contributor director-level role with the opportunity to influence strategic decision-making and accelerate sustainable growth across one of Sage’s most important regions - North America.

Overview of the team

As part of our Chief Strategy Officer's org, you’ll work as part of Sage’s global Customer Insight & Experience (CI&E) team, 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. 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 organization.

Location Requirement: Hybrid; 3 days per week from our Atlanta office (Ponce City Market)

Sage exists to create the confidence businesses are built on. We support millions of small and medium-sized businesses with accounting, finance, ERP, payroll and HR software, insights and services they need to make better decisions, work smarter and grow with certainty.

As a FTSE100 global software company providing SMBs accounting, finance, ERP, payroll and HR software, we offer the scale, stability and investment of an established business, with the momentum of a company transforming through SaaS, AI, product innovation and strategic growth. From Sage Copilot to our expanding portfolio, we’re focused on becoming the essential platform for the people who need to get it right.

This is a chance to shape how Sage understands customers across North America, one of our most important growth regions. You’ll turn customer, market and experience intelligence into strategic recommendations that influence product direction, brand, GTM and commercial decisions. It’s a visible, senior individual contributor role where your insight won’t sit in a report — it’ll help drive action, growth and better customer outcomes.

Required Qualifications: 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 SaaS / Software
• A marketing or research qualification (e.g. MRS, CIM) or equivalent experience.
• Proven ability to translate complex data into actionable insights that influence senior stakeholders and business decisions.
• Demonstrated experience leveraging AI and synthetic data to reimagine new metrics to measure CX.
• 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.
• Experience with advanced analytics and market research methodologies (qualitative, quantitative, behavioral data & analytics)
• Strong business acumen and ability to operate effectively in a fast-paced, ambiguous environment.

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 programs.
• Driving a culture of customer-centricity by promoting the use of insight, data and evidence across the organization.
• Supporting executive leadership with customer-informed decision-making, ensuring strategies are grounded in a deep understanding of customer needs and behaviors.

Benefits? We have plenty.

• Competitive annual bonuses (20%)
• Comprehensive health, dental, and vision coverage
• 401(k) retirement match (100% matching up to 4%)
• 32 days paid time off (22 personal days & 10 national holidays)
• 18 weeks of paid parental leave (offered 1 year after the start date)
• Work Away Program: Opportunity to work & play for 10 weeks from another country (Sage-approved list)
• Sage Foundation: 5 days paid yearly to volunteer
• $5,250 tuition reimbursement per calendar year starting 6 months after the hire date
• Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually)