Senior Director – Global Insights & Customer Experience

Lead Avanade’s Global Insights & CX agenda, bringing to life a critical pillar of the New Horizon strategy by shaping how we understand our clients, listen to them, engage them, and turn insight into growth. This role exists to ensure Avanade has a clear, shared, and actionable understanding of its clients and markets, and that those insights directly inform strategy, planning, and execution across the business.

Sitting within the Growth Office and reporting directly to the Chief Growth Officer, this role brings together segmentation, Voice of the Client, customer experience, advocacy, and market intelligence, spanning analyst perspectives, primary research, and TAM - to drive smarter decisions and stronger outcomes. Through strong leadership and influence, this role connects Sales, Marketing, and regional teams to ensure insight becomes action, not reporting.

This role exists to

Ensure Avanade understands its clients deeply and consistently, and uses that understanding to drive growth, elevate experience, and work smarter as we scale globally.

This role sits at the intersection of client insight, strategy, CX, and storytelling, owning the “client truth” for Avanade and translating complex signals into clear narratives that guide priorities, align teams, and influence decisions in service of New Horizon.

Come join us

As the Senior Director, Global Insights & Customer Experience, you will lead a global team responsible for how Avanade organizes its clients, listens to them, and engages with them, ensuring insight flows seamlessly from data to decision.

You will operate in complex, global environments, working closely with regional leadership, Sales, Marketing, and the Growth Office to deliver insights that shape strategy, inform planning cycles, and improve in‑year execution. You will be both highly analytical and deeply narrative‑driven, combining rigor in data and modeling with the ability to synthesize insight, tell compelling client stories, and create decision‑ready recommendations.

This role is not about producing insight for its own sake, it is about changing how decisions are made, sharpening focus, and accelerating growth. Join us in ensuring Avanade remains client‑obsessed, insight‑led, and aligned as we execute the New Horizon strategy. Together, we do what matters.

What you will do

• Lead Avanade’s Global Insights & CX function, spanning client segmentation, Voice of the Client, customer experience, advocacy, and market intelligence
• Act as the custodian of client truth, ensuring a shared understanding of who our clients are, what they value, and how they experience Avanade
• Define and govern Avanade’s client segmentation model, guiding where to focus, how to tailor engagement, and how Sales and Marketing align by segment, aligning to the Accenture and Microsoft segmentation models
• Lead Voice of the Client programs to ensure we systematically listen, learn, and act on client feedback, closing the loop at global and regional levels
• Translate insight into clear, compelling narratives that inform executive decision‑making, regional strategy, and growth priorities
• Support client storytelling grounded in evidence, ensuring insights from CX, VoC, advocacy, and market intelligence inform how Avanade shows up internally and externally
• Partner closely with Sales and Marketing to align insight with go‑to‑market strategy, planning, and execution
• Leverage analyst intelligence, primary research, and TAM to shape Avanade’s point of view on markets, opportunities, and growth
• Simplify and standardize how insights are generated, governed, and consumed to help the business work smarter at scale
• Influence without authority, aligning senior stakeholders across regions and functions around common priorities
• Act as a people leader and mentor, developing a high‑performing global team and future leaders
• Provide executive‑level input into Growth Office forums, planning cycles, and strategic investment discussions

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• Proven senior leadership experience across insights, CX, strategy, or growth in a global, enterprise environment
• Strong analytical capability, with experience in segmentation, VoC, research, market intelligence, and performance metrics
• Exceptional ability to synthesize complexity and tell clear, credible stories with insight
• Experience influencing senior stakeholders across Sales, Marketing, and regional leadership
• Strong executive presence with the ability to shape decisions through evidence and narrative
• Comfortable operating in ambiguity and complexity, setting direction where problems are not fully defined
• Experience leading small, high‑impact teams in global or matrixed organizations
• Strong communication skills, clear, concise, and compelling at executive level
• Understanding of B2B technology or professional services markets; Microsoft ecosystem awareness beneficial

About you

• Client‑obsessed leader who genuinely seeks to understand clients beyond the numbers
• Calm, credible, and confident communicator with strong judgment
• Strategic thinker who balances rigor with pragmatism
• Trusted advisor who brings clarity, not noise
• Natural connector who builds alignment across functions and regions
• Inspiring people leader who develops talent and fosters ownership
• Comfortable being the bridge between insight and action, holding the line on quality while driving momentum

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