Overview
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.
Responsibilities
- 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)
- Improve key metrics including:
- 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
Qualifications
- 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
Benefits
- 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.
