Director OF Customer Experience

This job is with S&P Global, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

About the Role:

Grade Level (for internal use):

13

About S&P Global

At S&P Global, we empower customers with essential intelligence, data, analytics, software, and insights that drive decision-making across global markets. Our technology teams are evolving how financial information, market intelligence, ratings, indices, and data solutions are delivered through modern cloud-native platforms, data ecosystems, and digital experiences.

The Quality Engineering organization plays a critical role in ensuring our products are resilient, scalable, secure, and trusted by customers across the world. We are seeking a visionary Quality Engineering leader to drive enterprise-wide quality evolution, automation excellence, and release assurance across S&P Global's technology landscape


Overview

The Senior Director, Customer Experience, UAT & Quality Engineering will set the enterprise agenda for customer experience assurance, User Acceptance Testing, quality engineering, automation, and release governance across critical product and platform portfolios.

This executive will embed customer experience and UAT as core measures of delivery readiness, ensuring business outcomes, customer journeys, acceptance criteria, usability, and end-to-end validation are addressed before release. Partnering with Engineering (Dev and QE), Product, Architecture, DevOps, Data Platform, Risk, and Business leaders, the role will establish scalable quality frameworks that improve speed, resilience, and customer trust.

The successful candidate will bring deep expertise in enterprise quality transformation, automation architecture, cloud platforms, DevOps, AI-enabled testing, and customer-centered delivery governance.

Responsibilities and Imppact

Primary Focus: Customer Experience and UAT

• Own the enterprise model for customer experience assurance and UAT, ensuring releases are validated against customer journeys, business workflows, usability standards, acceptance criteria, and measurable customer outcomes.

• Align Product, Business, Client Services, Operations, and Engineering leaders around a disciplined UAT strategy, customer feedback loops, business acceptance governance, and rapid resolution of customer-impacting issues.

Lead Customer Experience, UAT, and Enterprise Quality Engineering Strategy

• Define and execute the multi-year strategy for Customer Experience Assurance, UAT, and Quality Engineering in support of S&P Global's digital transformation agenda.

• Set enterprise standards, governance, and operating models for customer journey validation, UAT execution, release readiness, and quality engineering across technology organizations.

• Drive consistent execution while enabling speed, innovation, and business agility.

Govern Definition of Ready, UAT Readiness, and Release Excellence

• Establish executive governance for Definition of Ready, Definition of Done, UAT readiness, acceptance criteria, and release readiness in partnership with Product, Engineering, Architecture, Compliance, Client Services, Operations, and Business stakeholders.

• Implement quality gates that enforce requirements clarity, customer journey coverage, testability, traceability, UAT preparedness, and delivery risk controls before build and release.

• Provide executive oversight of UAT execution, release quality, production readiness, and customer-impact mitigation.

• Integrate automated validation into UAT workflows to expand coverage of critical customer journeys, reduce manual effort, and accelerate business sign-off without compromising customer experience.

• Implement quality observability and engineering metrics that enable proactive identification of risks and bottlenecks.

• Develop automated launch verification capabilities that reduce production defects and improve customer confidence.

Lead Quality Intelligence and Risk Management

• Build executive-quality reporting, predictive risk models, and quality intelligence dashboards that guide investment, prioritization, and release decisions.

• Monitor and improve key performance indicators including: customer experience quality score, UAT readiness and completion rate, critical customer journey coverage

• Lead post-release customer experience reviews, UAT retrospectives, quality reviews, and root-cause analyses to convert production learnings into systemic improvement.

Drive Compliance, Audit, and Data Quality Excellence

• Collaborate with Risk, Compliance, Audit, Security, and Legal organizations to ensure quality processes support regulatory obligations and governance requirements.

• Integrate compliance validation and controls into automated testing and deployment workflows.

• Ensure adherence to enterprise standards for security, privacy, operational resilience, and data accuracy.

Build High-Performing Global Teams

• Lead and mentor a geographically distributed team of Quality Engineering leaders and practitioners.

• Establish centers of excellence focused on automation, performance engineering, quality intelligence, and AI-driven testing.

• Foster a culture of innovation, continuous learning, inclusion, accountability, and engineering excellence.

• Manage strategic vendor partnerships to scale delivery capacity, optimize costs, and achieve quality objectives.

Basic Required Qualifications:

• 12+ years of progressive experience in Quality Engineering, Software Engineering, or Technology Delivery leadership roles

• 5+ years leading enterprise-scale Quality Engineering organizations with demonstrated success driving large-scale automation and quality transformation initiatives

• Proven record leading enterprise UAT strategy, customer journey validation, customer feedback integration, and business acceptance governance

• Strong experience implementing CI/CD quality controls and DevOps practices using automation platforms (such as Jenkins, GitLab CI, Azure DevOps, or similar tools)

• Deep expertise in Customer Experience Assurance, User Acceptance Testing (UAT), Test Automation, Quality Engineering, DevOps, and cloud technologies (such as AWS, Azure, GCP, or equivalent platforms)

• Hands-on knowledge of modern test automation frameworks (such as Selenium, Playwright, or Cypress), mobile testing platforms (including Appium or similar tools), and API testing frameworks (such as Rest Assured, Karate, or Postman)

• Proven experience working within Agile and scaled Agile environments with exceptional communication and executive stakeholder management skills

• Experience leading global, matrixed organizations and vendor partnerships in complex technology environments

Additional Preferred Qualifications:

• Experience within Financial Services, Market Intelligence, Data Analytics, Ratings, or other highly regulated industries with complex compliance requirements

• Proven track record establishing Enterprise Quality Engineering Centers of Excellence and scaling quality practices across global organizations

• Experience implementing AI-powered quality engineering solutions and predictive quality analytics using machine learning platforms (such as TensorFlow, PyTorch, or similar frameworks)

• Strong understanding of enterprise data platforms and data governance practices, including experience with big data technologies (such as Hadoop, Spark, Kafka, or equivalent distributed systems)

About S&P Global Ratings
At S&P Global Ratings, our analyst-driven credit ratings, research, and sustainable finance opinions provide critical insights that are essential to translating complexity into clarity so market participants can uncover opportunities and make decisions with conviction. By bringing transparency to the market through high-quality independent opinions on creditworthiness, we enable growth across a wide variety of organizations, including businesses, governments, and institutions.

S&P Global Ratings is a division of S&P Global (NYSE: SPGI). S&P Global is the world's foremost provider of credit ratings, benchmarks, analytics and workflow solutions in the global capital, commodity and automotive markets. With every one of our offerings, we help many of the world's leading organizations navigate the economic landscape so they can plan for tomorrow, today.

For more information, visit

What's In It For You?

Our Mission:

Advancing Essential Intelligence.

Our People:

We're more than 35,000 strong worldwide-so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We're committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. Join us and help create the critical insights that truly make a difference.

Our Values:

Integrity, Discovery, Partnership

Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.

Benefits:

We take care of you, so you can take care of business. We care about our people. That's why we provide everything you-and your career-need to thrive at S&P Global.

Our benefits include: 

• Health & Wellness: Health care coverage designed for the mind and body.

• Flexible Downtime: Generous time off helps keep you energized for your time on.

• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.

• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.

• Family Friendly Perks: It's not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.

• Beyond the Basics: From retail discounts to referral incentive awards-small perks can make a big difference.

For more information on benefits by country visit:

Global Hiring and Opportunity at S&P Global:

At S&P Global, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.

S&P Global has a Securities Disclosure and Trading Policy ("the Policy") that seeks to mitigate conflicts of interest by monitoring and placing restrictions on personal securities holding and trading. The Policy is designed to promote compliance with global regulations. In some Divisions, pursuant to the Policy's requirements, candidates at S&P Global may be asked to disclose securities holdings. Some roles may include a trading prohibition and remediation of positions when there is an effective or potential conflict of interest. Employment at S&P Global is contingent upon compliance with the Policy.

Recruitment Fraud Alert:

If you receive an email from a spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to View email address on click.appcast.io. S&P Global never requires any candidate to pay money for job applications, interviews, offer letters, "pre-employment training" or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activity here.

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Equal Opportunity Employer

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.

If you need an accommodation during the application process due to a disability, please send an email to: View email address on click.appcast.io and your request will be forwarded to the appropriate person.  

 
US Candidates Only:  Know Your Rights: Workplace discrimination is illegal

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10 - Officials or Managers (EEO-2 Job Categories-United States of America), IFTECH103.2 - Middle Management Tier II (EEO Job Group)