Head of Customer Excellence, S&P Global Market Intelligence

OSTTRA • New York, NY

12d • Onsite

About The Position

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.

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
• Demonstrated success driving Transformation programs (AI, automation, operating model redesign)
• Demonstrated success driving Customer and revenue outcomes (retention, adoption, growth)
• Deep expertise in Customer lifecycle management
• Deep expertise in CX platforms (e.g., Salesforce, ServiceNow)
• Deep expertise in Data-driven decision-making

Nice To Haves

• 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

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, and Platform & Technology teams. Ensure alignment between customer experience, product delivery, and revenue strategy.

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.
• Competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
• Best-in class benefits for families.
• Retail discounts to referral incentive awards.

What This Job Offers

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