Director, Customer Experience, UAT & Quality Innovation

About the Role:

Grade Level (for internal use):

13

About S&P Global

At S&P Global, we empower customers with essential intelligence, data, analytics, software, and insights that drive decision-making across global markets. Our technology teams areevolving how financial information, market intelligence, ratings, indices, and data solutions are delivered through modern cloud-native platforms, data ecosystems, and digital experiences.

The Quality Engineering organization plays a critical role in ensuring our products are resilient, scalable, secure, and trusted by customers across the world. We are seeking a visionary Quality Engineering leader to drive enterprise-wide qualityevolution, automation excellence, and release assurance across S&PGlobal’stechnologylandscape

Overview

The Senior Director, Customer Experience, UAT & Quality Engineering will set the enterprise agenda for customer experience assurance, User Acceptance Testing, quality engineering, automation, and release governance across critical product and platform portfolios.

This executive will embed customer experience and UAT as core measures of delivery readiness, ensuring business outcomes, customer journeys, acceptance criteria, usability, and end-to-end validation are addressed before release.

Partnering with Engineering (Dev and QE), Product, Architecture, Dev Ops, Data Platform, Risk, and Business leaders, the role willestablishscalable quality frameworks that improve speed, resilience, and customer trust.

The successful candidate will bring deepexpertisein enterprise quality transformation, automation architecture, cloud platforms, Dev Ops, AI-enabled testing, and customer-centered delivery governance.

Responsibilities and Imppact

Primary Focus:
Customer Experience and UAT

• Own the enterprise model for customer experience assurance and UAT, ensuring releases arevalidatedagainst customer journeys, business workflows, usability standards, acceptance criteria, and measurable customer outcomes.

• Align Product, Business, Client Services, Operations, and Engineering leaders around a disciplined UAT strategy, customer feedback loops, business acceptance governance, and rapid resolution of customer-impacting issues.

Lead Customer Experience, UAT, and Enterprise Quality Engineering Strategy

• Define and execute the multi-year strategy for Customer Experience Assurance, UAT, and Quality Engineering in support of S&PGlobal’sdigital transformation agenda.

• Set enterprise standards, governance, and operating models for customer journey validation, UAT execution, release readiness, and quality engineering across technology organizations.

• Drive consistent execution while enabling speed, innovation, and businessagility.

Govern Definition of Ready, UAT Readiness, and Release Excellence

• Establish executive governance for Definition of Ready, Definition of Done, UAT readiness, acceptance criteria, and release readiness in partnership with Product, Engineering, Architecture, Compliance, Client Services, Operations, and Business stakeholders.

• Implement quality gates that enforce requirements clarity, customer journey coverage, testability, traceability, UAT preparedness, and delivery risk controls beforebuildand release.

• Provide executive oversight of UAT execution, release quality, production readiness, and customer-impactmitigation.

• Integrate automated validation into UAT workflows to expand coverage of critical customer journeys, reduce manual effort, and accelerate business sign-off without compromising customer experience.

• Implement quality observability and engineering metrics that enable proactive identification of risks and bottlenecks.

• Develop automated launch verification capabilities that reduce production defects and improve customer confidence.

Lead Quality Intelligence and Risk Management

• Build executive-quality reporting, predictive risk models, and quality intelligence dashboards that guide investment, prioritization, and release decisions.

• Monitor and improve key performance indicators including:customer experience quality score,UAT readiness and completion rate, critical customer journey coverage

• Lead post-release customer experience reviews, UAT retrospectives, quality reviews, and root-cause analyses to convert production learnings into systemic improvement.

Drive Compliance, Audit, and Data Quality Excellence

• Collaborate with Risk, Compliance, Audit, Security, and Legal organizations to ensure quality processes support regulatory obligations and governance requirements.

• Integrate…