Director, CX Data Analytics & Customer Insights

About the Role

Grade Level (for internal use) :

We are seeking an experienced and innovative Director of Data Analytics & Customer Insights to lead our data and analytics efforts for our Digital Technology Services Customer Experience Organization.

In this role, you will be responsible for driving data-driven decision making across the organization to improve customer experience and business performance.

You will work closely with our Customer service, Customer Connections and product teams to identify customer pain points, needs, and preferences, and provide actionable insights and recommendations to enhance our customer experience.

Key Responsibilities

Data Strategy & Governance

• Develop and implement a comprehensive data strategy aligned with organizational goals
• Establish data governance policies, standards, and best practices
• Ensure data quality, integrity, and security across all data sources

Analytics & Insights

• Lead a team of data analysts and data scientists to extract valuable insights from customer data
• Develop advanced analytical models and predictive algorithms to identify customer behavior patterns from customer feedback data.
• Leverage data mining techniques to uncover opportunities for enhancing customer experience
• Identify thematical trends and patterns to be shared with product teams for action planning and remediation.

Reporting & Visualization

• Design and implement intuitive data visualization dashboards and reporting solutions
• Communicate complex data insights to cross-functional stakeholders in a clear and actionable manner
• Collaborate with product owners to understand their analytical needs and provide tailored solutions

Customer Experience Optimization

• Analyze customer feedback, survey data, and Voice of the Customer (VoC) data to identify areas for improvement
• Leverage customer journey analytics to optimize touchpoints and enhance overall experience

Qualifications

• Bachelor's degree in a quantitative field (, Statistics, Mathematics, Computer Science, Engineering) or equivalent experience
• 8+ years of experience in data analytics, customer insights, and customer experience roles
• Strong proficiency in data mining, statistical modeling, and machine learning techniques
• Expertise in data visualization tools (, Tableau, Power BI, Qlik) and programming languages (, Python, R, SQL)
• Excellent communication and presentation skills, with the ability to convey complex data insights to non-technical audiences
• Proven leadership experience in managing and mentoring data analytics teams
• Strong problem-solving and critical thinking skills, with a customer-centric mindset

Preferred Qualifications

• Master's degree in a relevant field (, Data Science, Business Analytics, Marketing Analytics)
• Experience working in customer-centric organizations or industries
• Knowledge of customer experience management (CEM) frameworks and methodologies
• Familiarity with customer relationship management (CRM) systems and customer data platforms (CDPs)
• Certification in data analytics, data science, or customer experience (, CCXP, CAP, CDMP)

This role offers a unique opportunity to drive data-driven customer experience strategies and make a significant impact on our organization's success.

We value innovation, collaboration, and a passion for delivering exceptional customer experiences.

What’s In It For You?

Our Purpose :

Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology the right combination can unlock possibility and change the world.

Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow.

At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities. We Accelerate Progress.

Our People :

We're more than 35,000 strong worldwide so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.

From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it.

We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business.

We’re constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.

Our Values :

Integrity, Discovery, Partnership

At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead.

We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.

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 : 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.

For more information on benefits by country visit :

Diversity, Equity, and Inclusion at S&P Global :

At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation Powering Global Markets.

Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work.

It doesn’t stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all.