Head of Customer Excellence Tooling & Automation (UK)

S&P Global Inc.; Greater London, City Of London; On-site; GBP 100,000 - 125,000; Full time

Job summary

A global analytics firm is seeking a Head of Customer Excellence Tooling & Automation in Greater London. This strategic leader will drive process optimization and automation initiatives to enhance customer experience across a $5b global business. Candidates should have a strong background in customer service technologies and demonstrate excellent stakeholder management and communication skills. The role involves innovation, analytics insights, and establishing a multi-year roadmap for digital enablement. Join a dynamic team dedicated to fostering a culture of improvement and collaboration.

Benefits

Health care coverage

Generous time off

Continuous learning resources

Competitive pay and retirement planning

Family-friendly benefits

Retail discounts

Qualifications

• Proven experience in process optimization and leading automation initiatives.
• Strategic thinking with a record of delivering measurable outcomes.
• Deep understanding of customer service technologies and CRM platforms.
• Excellent communication skills for stakeholder management.
• Experience in a matrixed organization, driving collaboration.

Responsibilities

• Set vision and strategy for Customer Excellence processes and tooling.
• Design, build, and implement tools that enhance customer support.
• Drive automation initiatives to improve efficiency and satisfaction.
• Partner with teams to create robust analytics and insights frameworks.
• Stay updated on technologies and foster continuous improvement.

Skills

Process optimization

Automation

Analytics

Stakeholder management

Project management

Tools

Salesforce

Zendesk

ServiceNow

Job description

Job Summary

Grade Level (for internal use): 14 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. 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. The individual will need a solid understanding of the latest innovations in AI and automation as applied to operational execution and customer support teams, and will be expected to network externally across leading organizations to understand industry leaders and how others are evolving their customer excellence capabilities.

Responsibilities

• 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, 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.

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.
• 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.

Company Overview

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. Our People: We're more than 35,000 strong worldwide, and we’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business.

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.