Head of User Experience

S&P Global • US - CO - VIRTUAL, CO

3d • $135,571 - $202,929 • Onsite

About The Position

The CX User Experience 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.

Requirements

• 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.
• This role is limited to persons with indefinite right to work in the United States.

Nice To Haves

• 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 apply, and will actively support your return to the workplace.

Responsibilities

• 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.
• 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.
• 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.

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.
• Perks for your partners and little ones, too, with some best-in class benefits for families.
• Retail discounts to referral incentive awards

What This Job Offers

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