Head of Customer Excellence, S&P Global Market Intelligence

Role 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.

What You Will 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

Why It Might Be a Fit

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

Requirements

• 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