Head of Customer Excellence, S&P Global Market Intelligence

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 .

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)
• 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

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
• 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
• 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
• For more information, visit www.spglobal.com/marketintelligence .
• 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 understan

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