Director of Data Analytics & Customer Insights

Company: S&P Global
Location: [Insert Location]

About the Role

S&P Global is searching for an experienced and innovative Director of Data Analytics & Customer Insights to spearhead our data-driven initiatives within the Digital Technology Services Customer Experience Organization. This key leadership role focuses on leveraging data to drive strategic decisions, thereby enhancing customer experiences and business performance. You'll collaborate closely with our Customer Service, Customer Connections, and Product teams to identify and solve customer pain points, needs, and preferences through actionable insights.

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
• 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

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

Required

• Bachelor's degree in a quantitative field (e.g., 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 (e.g., Tableau, Power BI, Qlik) and programming languages (e.g., 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

• Master's degree in a relevant field (e.g., 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 (e.g., CCXP, CAP, CDMP)

What's In It For You?

At S&P Global, we recognize that progress is fueled by information, imagination, and technology. Our team of over 35,000 worldwide drives new levels of understanding to unlock possibilities and change the world.

Our Purpose

We transform data into Essential Intelligence®, helping companies, governments, and individuals make impactful decisions about tomorrow.

Our People

Our diverse workforce is driven by curiosity and the belief that Essential Intelligence can foster a prosperous future. We find new ways to measure sustainability, analyze energy transitions, and build workflow solutions that make an impact.

Our Values

Integrity, Discovery, Partnership - We believe in powering global markets through integrity, a spirit of discovery, and partnership.

Benefits

• Health & Wellness: Comprehensive health care coverage
• Flexible Downtime: Generous time off policies