About the Role:

Grade Level (for internal use):
16

About the Role

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

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

At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction.

For more information, visit 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 understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing th