About the Role:
Grade Level (for internal use): 16
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
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
Benefits
- Health & Wellness: Health care coverage designed for the mind and body.
- Flexible Downtime: Generous time off helps keep you energized.
- Continuous Learning: Access a wealth of resources to grow your career.
- Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program, and financial wellness programs.
- Family Friendly Perks: Benefits for your partners and little ones.
- Beyond the Basics: Small perks such as retail discounts and referral incentive awards.
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 EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.
US Candidates Only: Know Your Rights: Workplace discrimination is illegal.
Job ID: 329783
Posted On: 2026-06-23
Location: London, United Kingdom
