Director, Customer Experience, UAT & Quality Innovation

S&P Global • Princeton, NY

5d

About The Position

About S&P Global At S&P Global, we empower customers with essential intelligence, data, analytics, software, and insights that drive decision-making across global markets. Our technology teams are ev o lv ing how financial information, market intelligence, ratings, indices, and data solutions are delivered through modern cloud-native platforms, data ecosystems, and digital experiences. The Quality Engineering organization plays a critical role in ensuring our products are resilient, scalable, secure, and trusted by customers across the world. We are seeking a visionary Quality Engineering leader to drive enterprise-wide quality evolution , automation excellence, and release assurance across S&P Global's technology landscape Overview The Senior Director, Customer Experience, UAT & Quality Engineering will set the enterprise agenda for customer experience assurance, User Acceptance Testing, quality engineering, automation, and release governance across critical product and platform portfolios. This executive will embed customer experience and UAT as core measures of delivery readiness, ensuring business outcomes, customer journeys, acceptance criteria, usability, and end-to-end validation are addressed before release. Partnering with Engineering ( Dev and QE) , Product, Architecture, DevOps, Data Platform, Risk, and Business leaders, the role will establish scalable quality frameworks that improve speed, resilience, and customer trust. The successful candidate will bring deep expertise in enterprise quality transformation, automation architecture, cloud platforms, DevOps, AI-enabled testing, and customer-centered delivery governance.

Requirements

• 12+ years of progressive experience in Quality Engineering, Software Engineering, or Technology Delivery leadership roles
• 5+ years leading enterprise-scale Quality Engineering organizations with demonstrated success driving large-scale automation and quality transformation initiatives
• Proven record leading enterprise UAT strategy, customer journey validation, customer feedback integration, and business acceptance governance
• Strong experience implementing CI/CD quality controls and DevOps practices using automation platforms (such as Jenkins, GitLab CI, Azure DevOps, or similar tools)
• Deep expertise in Customer Experience Assurance, User Acceptance Testing (UAT), Test Automation, Quality Engineering, DevOps, and cloud technologies (such as AWS, Azure, GCP, or equivalent platforms)
• Hands-on knowledge of modern test automation frameworks (such as Selenium, Playwright, or Cypress), mobile testing platforms (including Appium or similar tools), and API testing frameworks (such as Rest Assured, Karate, or Postman)
• Proven experience working within Agile and scaled Agile environments with exceptional communication and executive stakeholder management skills
• Experience leading global, matrixed organizations and vendor partnerships in complex technology environments

Nice To Haves

• Experience within Financial Services, Market Intelligence, Data Analytics, Ratings, or other highly regulated industries with complex compliance requirements
• Proven track record establishing Enterprise Quality Engineering Centers of Excellence and scaling quality practices across global organizations
• Experience implementing AI-powered quality engineering solutions and predictive quality analytics using machine learning platforms (such as TensorFlow, PyTorch , or similar frameworks)
• Strong understanding of enterprise data platforms and data governance practices, including experience with big data technologies (such as Hadoop, Spark, Kafka, or equivalent distributed systems)

Responsibilities

• Own the enterprise model for customer experience assurance and UAT, ensuring releases are validated against customer journeys, business workflows, usability standards, acceptance criteria, and measurable customer outcomes.
• Align Product, Business, Client Services, Operations, and Engineering leaders around a disciplined UAT strategy, customer feedback loops, business acceptance governance, and rapid resolution of customer-impacting issues.
• Define and execute the multi-year strategy for Customer Experience Assurance, UAT, and Quality Engineering in support of S&P Global's digital transformation agenda.
• Set enterprise standards, governance, and operating models for customer journey validation, UAT execution, release readiness, and quality engineering across technology organizations.
• Drive consistent execution while enabling speed, innovation, and business agility.
• Establish executive governance for Definition of Ready, Definition of Done, UAT readiness, acceptance criteria, and release readiness in partnership with Product, Engineering, Architecture, Compliance, Client Services, Operations, and Business stakeholders.
• Implement quality gates that enforce requirements clarity, customer journey coverage, testability, traceability, UAT preparedness, and delivery risk controls before build and release.
• Provide executive oversight of UAT execution, release quality, production readiness, and customer-impact mitigation.
• Integrate automated validation into UAT workflows to expand coverage of critical customer journeys, reduce manual effort, and accelerate business sign-off without compromising customer experience.
• Implement quality observability and engineering metrics that enable proactive identification of risks and bottlenecks.
• Develop automated launch verification capabilities that reduce production defects and improve customer confidence.
• Build executive-quality reporting, predictive risk models, and quality intelligence dashboards that guide investment, prioritization, and release decisions.
• Monitor and improve key performance indicators including: c ustomer experience quality score , UAT readiness and completion rate , c ritical customer journey coverage
• Lead post-release customer experience reviews, UAT retrospectives, quality reviews, and root-cause analyses to convert production learnings into systemic improvement.
• Collaborate with Risk, Compliance, Audit, Security, and Legal organizations to ensure quality processes support regulatory obligations and governance requirements.
• Integrate compliance validation and controls into automated testing and deployment workflows.
• Ensure adherence to enterprise standards for security, privacy, operational resilience, and data accuracy.
• Lead and mentor a geographically distributed team of Quality Engineering leaders and practitioners.
• Establish centers of excellence focused on automation, performance engineering, quality intelligence, and AI-driven testing.
• Foster a culture of innovation, continuous learning, inclusion, accountability, and engineering excellence.
• Manage strategic vendor partnerships to scale delivery capacity, optimize costs, and achieve quality objectives.

Benefits

• Health care coverage designed for the mind and body.
• Generous time off helps keep you energized for your time on.
• Access a wealth of resources to grow your career and learn valuable new skills.
• Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
• 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.
• From retail discounts to referral incentive awards—small perks can make a big difference.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed