About the Role:

Grade Level (for internal use):

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