Job Description

Location & working model: London/Madrid (Hybrid) or ​Spain (Remote)

As Digital & AI Transformation Lead, you will lead the design, development and implementation of digital and AI-enabled operating capabilities across Sapiens, with a focus on Customer Success, Customer Support, Renewals and the end-to-end processes that support our customers.

Working closely with operational leaders and central AI, Data and Technology teams, you will translate business objectives into practical digital solutions, combining AI agents, automation, digital platforms and human expertise to create more effective and scalable operations.

Much of the role will focus on establishing new capabilities and ways of working. You will help define how AI agents and people work together, where decisions should be automated, and how customer interactions can be delivered through more intelligent, connected workflows.

You will take ownership of initiatives from initial opportunity identification and design through implementation and adoption, ensuring new capabilities are successfully embedded into day-to-day operations and deliver measurable improvements.

This is a hands-on role for someone who can understand operational challenges, reimagine how work should be performed and turn ambitious digital and AI opportunities into practical, working solutions.

Responsibilities

• Work with Customer Success, Customer Support, Renewals and other business leaders to identify opportunities for digital transformation, AI and automation.
• Design new digital-first customer journeys and operational workflows, combining AI agents, automation, self-service and human intervention.
• Lead the business-side development and implementation of AI-enabled capabilities, including autonomous customer support, proactive customer intelligence and automated operational workflows.
• Translate business opportunities into clearly defined use cases, requirements and solution specifications, including workflow logic, decision rules, system interactions, exceptions and human approval points.
• Work closely with central AI, Data and Technology teams to develop, test and deploy digital and AI solutions that address operational needs.
• Identify opportunities to use customer information, operational data and AI-generated insights to trigger proactive actions and improve customer outcomes.
• Lead operational discovery, solution validation, user acceptance testing and implementation readiness
• Work with operational leaders to introduce new ways of working, including changes to procedures, responsibilities, knowledge and team activities.
• Establish and track measures of success, ensuring implemented capabilities deliver their intended benefits and identifying opportunities for further improvement.
• Work across Sapiens' businesses and functions to identify opportunities for shared digital capabilities, consistent customer experiences and scalable solutions.

Requirements

• Strong experience in digital transformation, AI-enabled operations, intelligent automation or technology-led operational improvement, ideally within Customer Success, Customer Support or service operations.
• Demonstrable experience designing and implementing new digital capabilities and operating workflows
• Strong understanding of AI, automation and agentic technologies, including how they can be applied to operational processes and customer interactions.
• Ability to translate broad business objectives into practical digital solutions, clearly defined workflows, business requirements and implementation plans.
• Experience taking transformation initiatives from initial concept and design through implementation, adoption and measurable operational outcomes.
• Strong business analysis and process design skills, including the ability to define workflow logic, decision rules, system requirements, exceptions and operational handoffs.
• Ability to identify and prioritise digital and AI opportunities based on customer impact, operational benefits, feasibility and business value.
• Strong stakeholder management skills, with the ability to influence operational and technical teams and drive change without direct reporting authority.
• Comfortable working hands-on with operational teams to understand detailed activities and translate them into practical solutions.
• Comfortable working in an evolving environment where digital and AI capabilities may need to be built from the ground up.
• Experience with enterprise platforms such as ServiceNow, Salesforce or similar workflow and customer management systems would be beneficial.
• Experience within enterprise software, SaaS or complex B2B service environments