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

About the Role:

Grade Level (for internal use):

14

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.

• Strategic Leadership:
  Define and lead a compelling vision for RVS Customer Excellence. This vision should clearly set the road map, key elements and investments required to maximize the RVS customer and 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.

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

• 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.

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.

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.

At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. Our…