Head of Customer Excellence Tooling & Automation

Grade Level (for internal use):

The Team:

We are seeking a strategic, customer-centric, execution-focused leader to serve as the Head of Customer Excellence Tooling & Automation supporting a $5b, multi-product global business. This transformative role will be responsible for establishing and driving the divisional strategy and execution across process optimization, tooling, analytics, insights, and automation to support Market Intelligence’s new Customer Excellence function, as well as other customer-facing teams across the division. This strategic leader will be at the forefront of a truly impactful transformation across a global organization encompassing the design, build and implementation of leading technology, automation and process innovations.

Responsibilities & Impact:

The ideal candidate will be an entrepreneurial, cross-functional leader who can partner effectively with technology, data, and business stakeholders to define the strategy that leads to customer-centric business outcomes and build and implement scalable solutions that accelerate progress toward those outcomes in an efficient and impactful way. This individual will need to have a solid understanding of the latest innovations in AI and automation as applied to operational execution and customer support teams. They will be expected to network externally across leading organizations to understand industry leaders and how others are evolving their customer excellence capabilities.

• Strategic Leadership:

  • Set a compelling and industry leading vision and strategy for the transformation of Customer Excellence processes, automation and tooling

  • Lead the implementation of this vision across technology, execution and operational teams ensuring we have the right resources and delivery capabilities to rapidly deploy and adopt the solutions

  • Align tooling and automation initiatives with broader business goals and customer experience priorities.

  • Establish a multi-year roadmap that advances digital enablement, scalability, and performance across Customer Excellence.

• Tooling & Automation Execution:

  • Design, build and evaluate and implement tools and platforms that enhance customer support, service, success and operations.

  • Drive automation initiatives to improve efficiency, reduce manual effort, and enhance customer satisfaction.

  • Design and deliver tools and platforms that empower the Customer Excellence, and partner teams to increase productivity and enhance their workplace experience.

  • Partner with Learning & Development teams to create training for primary Customer Excellence roles that enables rapid adoption of enhanced automation and tooling.

• Analytics & Insights:

  • Partner with the Customer & Commercial Analytics & Insights team on a framework for customer data analysis, performance metrics, and actionable insights.

  • Partner with data teams to ensure robust data governance and reporting capabilities.

  • Ensure tooling and automation solutions enable robust data capture, analysis, and actionable insights.

• Innovation & Continuous Improvement:

• Stay current on emerging technologies, trends, and best practices in customer experience tooling, workflow automation, and AI enablement.

• Foster a culture of experimentation, innovation, and continuous improvement within Customer Excellence.

• Evaluate and pilot new solutions that drive productivity, reduce friction, and elevate the customer and agent experience.

Compensation/Benefits Information (US Applicants Only):

S&P Global states that the anticipated base salary range for this position is $216,500 to $257,665. Base salary ranges may vary by geographic location.

In addition to base compensation, this role is eligible for an incentive plan.

This role is eligible to receive additional S&P Global benefits. For more information on the benefits we provide to our employees, visit https://www.spgbenefitessentials.com/newhires.

What We’re Looking For:

Basic Qualifications:

• Proven experience developing and leading process optimization, tooling, automation, and analytics initiatives within customer experience or operations.

• Strong strategic thinking and execution skills, with a track record of delivering measurable business outcomes.

• Deep understanding of customer service technologies, CRM platforms, automation tools, and data analytics.

• Excellent stakeholder management and communication skills.

• Experience working in a matrixed organization and driving cross-functional collaboration.

Preferred Qualifications:

• Familiarity with AI/ML applications in customer experience.

• Experience with enterprise-level CRM and support platforms (e.g., Salesforce, Zendesk, ServiceNow).

• Strong project management and change management capabilities.

Flexible Working

We pride ourselves on our agility and diversity, and we welcome requests to work flexibly. For most roles, flexible hours and/or an element of remote working are usually possible. Please talk to us at interview about the type of arrangement that is best for you. We will always try to be adaptable wherever we can.

Return to Work

Have you taken time out for caring responsibilities and are now looking to return to work? As part of our Return-to-Work initiative, we are encouraging enthusiastic and talented returners to apply and will actively support your return to the workplace.

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 www.spglobal.com/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 the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. Join us and help create the critical insights that truly make a difference.

Our Values:

Integrity, Discovery, Partnership

Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.
Benefits:

We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.
Our benefits include: 

• Health & Wellness: Health care coverage designed for the mind and body.

• Flexible Downtime: Generous time off helps keep you energized for your time on.

• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.

• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.

• Family Friendly Perks: 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.

• Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries

Global Hiring and Opportunity at S&P Global:

At S&P Global, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.

Recruitment Fraud Alert:

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