Head of Customer Excellence, S&P Global Market Intelligence

About the Role: Grade Level (for internal use): 16 About the Role S&P Global Market Intelligence is seeking a Head of Customer Excellence to lead and scale a world-class, end-to-end customer organization across our global business. This is a mission-critical enterprise leadership role accountable for the full post-sale customer lifecycle—from onboarding and support to success, retention, and value realization. The role sits at the intersection of customer experience, revenue growth, and operational excellence, with a mandate to deliver predictable, high-quality customer outcomes at scale. You will lead a global organization and drive the next phase of transformation—evolving to a data-driven, AI-enabled, and digital-first Customer Excellence model. What You’ll Do Own the End-to-End Customer Lifecycle Lead all post-sale functions, including customer onboarding, support, success, and lifecycle management Ensure a seamless, proactive experience across all customer touchpoints Establish clear ownership of customer outcomes across the lifecycle Drive Customer & Revenue Outcomes Improve key metrics including: Customer satisfaction (NPS / CSAT) Retention and renewal rates Product adoption and engagement Partner with Commercial teams to enable renewals and expansion, contributing to Net Revenue Retention (NRR) Lead a Next-Generation Operating Model Design and execute a scaled, segmented delivery model (enterprise, mid-market, digital) Standardize and simplify global processes to improve quality, efficiency, and consistency Optimize cost-to-serve while maintaining best-in-class experience Deliver AI-Enabled Transformation Deploy automation, AI, and digital capabilities to enhance customer and agent experiences Expand self-service and digital engagement channels Partner with Technology and Data teams to build a modern CX platform ecosystem Build a Customer Intelligence Engine Implement customer health scoring, predictive analytics, and VoC programs Deliver actionable insights across Product, Sales, and CX teams Shift from reactive support to proactive, predictive engagement Lead Global Teams & Talent Strategy Build and develop a high-performing global leadership team Scale a modern workforce model (client proximity, operating center, AI-augmented) Foster a culture of customer obsession, accountability, and continuous improvement Drive Cross-Functional Alignment Partner closely with: Sales & Revenue Operations Product & Engineering Data & Analytics Platform & Technology teams Ensure alignment between customer experience, product delivery, and revenue strategy What Success Looks Like Consistent, high-quality customer experience at scale Improved retention, renewal performance, and customer lifetime value AI-powered, digital-first service model with measurable productivity gains Clear linkage between Customer Excellence and revenue outcomes Strong global team with scalable operating model Compensation/Benefits Information: (This section is only applicable to US candidates) S&P Global states that the anticipated base salary range for this position is $350,000 to $400,000. Final base salary for this role will be based on the individual’s geographic location, as well as experience level, skill set, training, licenses, and certifications. In addition to base compensation, this role is eligible for an annual incentive plan and equity. What We’re Looking For Experience 15+ years of experience leading global Customer Experience, Customer Success, or Support organizations Proven track record in scaled, subscription-based or data-driven businesses Experience leading large, complex, matrixed global teams Leadership & Capability Ability to operate as both a strategist and operator Demonstrated success driving: Transformation programs (AI, automation, operating model redesign) Customer and revenue outcomes (retention, adoption, growth) Deep expertise in: Customer lifecycle management CX platforms (e.g., Salesforce, ServiceNow) Data-driven decision-making Differentiators Experience building AI-enabled or digital-first customer organizations Strong financial acumen (cost-to-serve, ROI, efficiency metrics) Ability to influence at executive level and operate as an enterprise leader Why This Role Matters This role is central to how S&P Global Market Intelligence delivers value to its customers and drives long-term growth. You will: Shape the future of customer experience at scale Drive measurable impact on retention and revenue Lead a transformation toward predictive, AI-enabled service delivery Right to Work Requirements: This role is limited to persons with indefinite right to work in the United States. We require all external candidates who reach the final stage of our interview process to attend at least one in-person interview, which is ordinarily at your nearest S&P Global office. This must be completed before we can proceed to an offer. About S&P Global Market Intelligence At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction. 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. 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. ----------------------------------------------------------- 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 ----------------------------------------------------------- SLSGRP101 - Executive (EEO Job Group) S&P Global delivers Essential Intelligence® that shapes decision making. We provide the world’s leading organizations with the right data, connected technologies and expertise they need to move ahead. As part of our team, you’ll help solve complex challenges that equip businesses, governments and individuals with the knowledge to adapt to a changing economic landscape.