Director, Customer Insight & Experience – Europe

Director, Customer Insight & CX for Europe - SAGE - CDI - Paris La Défense - Hybrid

Every great business decision starts with understanding customers!

At Sage, we're building the next generation of customer-centric, AI-powered business solutions. As our new Director, Customer Insight & Experience, you will play a pivotal role in shaping how customer, market and experience insights influence strategic decisions across Europe.

This is an opportunity to combine strategic thinking, customer insight expertise and executive-level stakeholder management within a global organization undergoing significant transformation.

You won't simply report on customer feedback. You'll help shape the future of Sage by ensuring the voice of the customer influences our strategy, product innovation, go-to-market approach and customer experience initiatives.

What you'll do

As the primary Customer Insight & Experience business partner for Europe, you will work closely with senior leaders across Product, Marketing, Customer Success and Regional Leadership.

• Lead the Customer Insight & Experience agenda across Europe.
• Drive a culture where customer and market insights inform business decisions at every level.
• Partner with Regional Managing Directors and senior leadership teams to influence strategic priorities.
• Translate customer, market and experience insights into actionable recommendations.
• Support regional growth strategies, customer experience improvements and product innovation initiatives.
• Work closely with Product Marketing Management (PMM), Brand, Product, Customer Success and In-Life teams.
• Develop trusted stakeholder relationships across France, Spain, Germany and broader European markets.
• Facilitate workshops, storytelling sessions and insight-sharing activities that bring customer needs to life.
• Leverage Sage's global Customer Insight & Experience Centre of Excellence in London and ensure regional business needs are represented.
• Synthesize multiple sources of customer intelligence including Voice of Customer programmes, market research, customer feedback, customer communities and AI-enabled insight platforms.
• Act as a thought leader and advocate for customer-centricity throughout Sage.

About the team

The Customer Insight & Experience team sits within Sage's Strategy & Technology Office and plays a critical role in helping Sage understand customers, evaluate market opportunities and drive customer-led growth.

The team operates through a hub-and-spoke model. While major global research programmes are managed by the central Centre of Excellence, this position serves as the strategic advisor and regional partner for Europe, ensuring customer insights are translated into meaningful business action.

What we're looking for

We're looking for someone who combines strategic insight expertise with exceptional relationship-building skills.

You may currently be:

• Director of Insight
• Head of Customer Insight
• Head of Market Research
• Senior Insight Manager
• Customer Experience Strategy Leader
• Strategic Insights Consultant

Essential experience

• Significant experience in Customer Insight, Market Research, Customer Experience or Strategic Insights.
• Experience influencing senior stakeholders and executive leadership.
• Strong background in both qualitative and quantitative research methodologies.
• Experience translating complex data into compelling business stories and recommendations.
• Experience partnering with cross-functional teams across Product, Marketing and Commercial organizations.
• Strong business acumen and ability to connect insight with business outcomes.
• Fluency in French and English.

Preferred experience

• SaaS, technology or B2B environments.
• Experience working in both agency and client-side environments.
• Exposure to AI-enabled research and analytics tools.
• International or multi-country leadership experience.

What makes you successful

• Naturally curious and customer obsessed.
• Commercially minded and strategically focused.
• Comfortable influencing at executive level.
• Energetic, proactive and relationship-oriented.
• A strong storyteller who can turn data into action.
• Confident challenging assumptions and driving change.
• Passionate about creating customer-centric cultures.

Why Sage?

At Sage, you'll have the opportunity to influence business decisions on a European scale, work with senior leaders across the organization and help shape the future of customer-led growth within a global technology company.

If you're excited by the opportunity to combine insight, strategy, innovation and customer impact, we'd love to hear from you.