Director, Customer Experience, UAT & Quality Innovation

About this role

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 are   ev o lv ing 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 quality   evolution , automation excellence, and release assurance across S&P   Global's   technology   landscape     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, DevOps, Data Platform, Risk, and Business leaders, the role will   establish   scalable quality frameworks that improve speed, resilience, and customer trust.  

The successful candidate will bring deep   expertise   in enterprise quality transformation, automation architecture, cloud platforms, DevOps, 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 are   validated   against 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&P   Global's   digital 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 business   agility.    

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 before   build   and release.  

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

• 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:   c ustomer experience quality score ,   UAT readiness and completion rate , c ritical customer journey coverage  

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

D rive 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 compliance validation and controls into automated testing and deployment workflows.  

• Ensure adherence to enterprise standards for security, privacy, operational resilience, and data   accuracy.  

Build   High-Performing Global Teams  

• Lead and mentor a geographically distributed team of Quality Engineering leaders and practitioners.  

• Establish centers of excellence focused on automation, performance engineering, quality intelligence, and AI-driven testing.  

• Foster a culture of innovation, continuous learning, inclusion, accountability, and engineering excellence.  

• Manage strategic vendor partnerships to scale delivery capacity,   optimize   costs, and achieve quality   objectives .  

Basic Required Qualifications:  

• 12+ years of progressive experience in Quality Engineering, Software Engineering, or Technology Delivery leadership roles  

• 5+ years leading enterprise-scale Quality Engineering organizations with   demonstrated   success driving large-scale automation and quality transformation initiatives  

• Proven record leading enterprise UAT strategy, customer journey validation, customer feedback integration, and business acceptance governance  

• Strong experience implementing CI/CD quality controls and DevOps practice

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