Head of Customer Service, Support & Operations for Risk & Valuations Services

S&P Global Inc.; Greater London, City Of London; On-site; GBP 150,000 - 200,000; Full time

Job summary

A global financial services firm is seeking a Head of Customer Service, Support, and Operations for Data & Research. The ideal candidate will have proven leadership experience, a passion for customer-centric innovation, and the ability to lead global teams. Key responsibilities include defining the customer excellence vision, representing the voice of the customer, and ensuring operational efficiency. Competitive benefits include flexible downtime and continuous learning opportunities.

Benefits

Health & Wellness

Flexible Downtime

Continuous Learning

Invest in Your Future

Family Friendly Perks

Retail discounts and referral incentives

Qualifications

• Proven leadership experience in customer service within a data, SaaS, or financial environment.
• Deep knowledge of S&P Global's solutions and the personas we serve.
• Demonstrated success in leading global teams in complex environments.

Responsibilities

• Define and lead a vision for RVS Customer Excellence.
• Champion a customer-first culture and execute service strategies.
• Drive efficiency and quality across service operations.

Skills

Leadership experience in customer service

Knowledge of SaaS or financial services

Understanding of customer advocacy

Operational rigor

Innovation

Job description

We are seeking a strategic, customer‑centric, execution‑focused leader to serve as the Head of Customer Service, Support, and Operations for Data & Research (RVS). RVS is part of S&P Global Market Intelligence, providing data, insights, and analytics to a wide range of customer segments. RVS has three sub‑groups, Credit Solutions (CS), Data, Valuations & Risk Analytics (DVR), and Global Insight (GI). This role will be responsible for setting and leading a compelling vision for the RVS Customer Excellence program that delivers differentiated customer value and outstanding experience. The ideal candidate brings a deep understanding of S&P Global’s data, analytics and platform ecosystem, a passion for customer‑centric innovation and a relentless focus on operational excellence. They should have experience of leading scaled global teams across customer service, support and client operations, ensuring seamless delivery and support of our solutions.

Responsibilities

• Strategic Leadership: Define and lead a compelling vision for RVS Customer Excellence. This vision should clearly set the roadmap, key elements and investments required to maximize the RVS customer experience.
• Customer Experience Leadership: Champion a customer‑first culture by designing and executing service strategies that anticipate client needs and exceed expectations.
• Operational Excellence: Drive efficiency, scalability, and quality across all support and service operations, leveraging automation, AI, and data‑driven insights.
• Cross‑Functional Collaboration: Partner with Product, Technology, Commercial, and Content teams to ensure alignment on customer feedback, product enhancements, and go‑to‑market strategies.
• Voice of the Customer: Serve as a key advocate for the customer internally, ensuring their voice informs product development, service design, and strategic planning.
• Team Leadership & Development: Lead and inspire a global team of service professionals, fostering a culture of accountability, continuous improvement, and innovation.
• Performance & Metrics: Define and track KPIs related to customer satisfaction (e.g., NPS, CSAT), operational efficiency, and service quality. Use insights to drive continuous improvement.
• Risk & Compliance: Ensure all customer operations adhere to regulatory, data privacy, and internal compliance standards.

Qualifications

• Proven leadership experience in customer service, support, or operations within a data, SaaS, or financial services environment.
• Deep knowledge of S&P Global's solutions and the personas we serve (e.g., buy‑side, sell‑side, corporate issuers, data consumers).
• Strong understanding of the "jobs to be done" framework and how to unlock value for clients through service design.
• Demonstrated success in leading global teams and managing complex, matrixed environments.
• Passion for customer advocacy, operational rigor, and innovation.

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: Perks for your partners and little ones, 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.

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.