Head of User Experience

About the role

Grade Level (for internal use): 13 About the Role: CX User Experience Leader The UX Leader exists at the intersection of user advocacy, research discipline, and product intelligence. The mandate is to get close to the people who use a platform every day, understand the real problems beneath the stated ones, and ensure that nothing significant ships without validation from the people it will affect. In an organization that has historically built solutions for the loudest voices and most recent incidents, this role represents a fundamental shift in how product decisions get made. The UX Leader brings evidence where opinion has operated, and validation where assumption has substituted. Responsibilities and Impact: User Research & Discovery Build and own a structured research practice across the platform's primary user populations: Revenue, Account Management, Customer Experience, and related commercial teams. Operate as a strategic partner to Revenue, Sales, and commercial leadership, translating their needs into a coherent, evidence-based product direction Lead discovery through interviews, workflow mapping, friction audits, and persona development that surfaces the real problem beneath the stated one. Operate across four research layers simultaneously: user experience, process, data, and system behavior. Replace institutional noise with evidence. This role builds the methodology to find what is actually broken and why. Translate user insight into clear, actionable product requirements, and establish continuous feedback mechanisms that keep the team connected to user reality as the platform evolves Partner with the Data and Execution functions to ensure every roadmap decision is validated by intelligence and delivered with discipline, no initiative advances on assumption alone Validation & Product Quality Build and maintain a deep, firsthand understanding of how end users, across Revenue, Account Management, Customer Experience, and related teams work within and around the platform Embed user validation into the product lifecycle as a non-negotiable gate. No significant workflow change reaches production without UX validation. Develop and maintain test protocols, user panels, and feedback mechanisms that keep the team connected to user reality as the platform evolves. Own the definition of done from a user experience perspective. Introduce the principle; the feature is not complete when it is deployed. It is complete when users can do what they need to do with it. Growth Council Contribution Serve as the primary voice of the user in every Growth Council decision. Every Decide and Define discussion should be anchored in user evidence this role provides. Translate user insight into clear, actionable product requirements that enable a clean handoff to the Execution function. Define and monitor experience metrics that reflect genuine engagement and adoption, not just feature delivery velocity. What Success Looks Like A structured research practice is operational within 90 days, with the first user findings feeding active Growth Council decisions. The Growth Council has a consistent, evidence-based user intelligence input at every roadmap session. Stakeholders across Revenue and Account Management describe the product organization as one that listens and builds what they need. 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 $135,571 to $202,929. 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. This role is eligible to receive additional S&P Global benefits.

Requirements

• Basic Required Qualifications:
• A researcher first, designer second. The primary skill is knowing how to find the truth from users, not how to make things look good.
• Comfort with ambiguity and complexity. The user population is 5,000 people across multiple commercial functions with meaningfully different workflows and pain points.
• Ability to operate in a platform that is mid-transformation. This is not a greenfield UX environment. The leader must work within existing constraints while pushing for the right standards.
• Strong communication and stakeholder management. Research findings have to land with Revenue leadership, not just product teams.
• Experience translating qualitative and quantitative user research into product requirements that engineering can build against.
• Right to Work Requirements:
• This role is limited to persons with indefinite right to work in the United States.
• Return to Work:
• Have you taken time out for caring responsibilities and are now looking to return to work? As part of our Return to Work initiative, Restart, we are encouraging enthusiastic and talented returners to appl

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