S&P Global · 1 month ago
Head of Customer Excellence Tooling & Automation
New York, NY
Full-time
Onsite
Director/Executive
$216K/yr - $258K/yrS&P Global is a leading organization focused on delivering essential intelligence and insights. They are seeking a strategic leader to oversee the Head of Customer Excellence Tooling & Automation, responsible for driving process optimization, tooling, analytics, and automation to enhance customer experience across a global business.
AnalyticsBusiness IntelligenceCreditEnterprise SoftwareFinanceFinancial ServicesInformation ServicesMarket Research
Responsibilities
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
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
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
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
Qualification
Required
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
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
Benefits
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.
Company
S&P Global
S&P Global is a market intelligence company that provides financial information and data analytics services.
Founded in 1860
10001+ employees
H1B Sponsorship
S&P Global has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (28)
2024 (26)
2023 (30)
2022 (38)
2021 (46)
2020 (38)
Funding
Current Stage
Public CompanyTotal Funding
$1.75B2025-12-01Post Ipo Debt· $1B
2023-09-07Post Ipo Debt· $750M
2016-04-28IPO
Leadership Team
Martina Cheung
President and CEO
Rick Goldberg
Division Chief Financial Officer
Recent News
2026-01-23
2026-01-22
2026-01-17
Company data provided by crunchbase