Customer Experience Specialist

Job Description

About The Role Grade Level (for internal use): 10 Customer Experience Specialist The Customer Experience Specialist is a crucial new role within the global Customer Success team at S&P Global Mobility. Reporting directly to the Global Head of Customer Success & Business Insights, this position will lead initiatives designed to elevate the overall customer experience by optimizing client interactions with our products and services. The specialist will focus on enhancing the customer journey across all touchpoints, ensuring consistency, satisfaction, and loyalty. By analyzing customer feedback, identifying pain points, and uncovering opportunities for improvement, the Customer Experience Specialist will drive the customer experience to new heights. Collaboration with cross-functional teams is essential, as the ideal candidate will adopt a customer-centric approach that aligns with our organizational goals. Exceptional communication and analytical skills, along with the ability to manage customer interactions efficiently, are vital for success in this role. Key Responsibilities Develop Strategies: Create and execute a comprehensive customer experience strategy aimed at improving customer satisfaction and loyalty. Enhance Touchpoints: Evaluate and optimize customer touchpoints to ensure a seamless customer journey through effective customer journey mapping. Design Playbooks: Develop and create playbooks that outline the implementation steps for new customer experience strategies, ensuring clarity and consistency across teams. These playbooks will serve as guides for the Customer Success team to deliver exceptional experiences. Develop Onboarding Strategy: Design a user-focused onboarding program that effectively introduces new users to our products. Collaborate closely with the Customer Success team and Educational Content Creator to build supporting content that drives customer adoption. Analyze Metrics: Monitor key performance indicators (KPIs) such as Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) to assess customer success. Foster Cross-Functional Collaboration: Work closely with stakeholders in marketing, sales, product development, and customer success to ensure a cohesive and seamless customer experience. Promote effective communication to ensure a unified approach to customer interactions. Implement Customer Feedback Systems: Establish mechanisms to capture customer feedback and address concerns promptly. Analyze feedback and satisfaction metrics to identify opportunities for continuous improvement. Advocate for Customer-Centric Design: Promote user-centered design principles within the organization to ensure that customer needs are prioritized in all design and development efforts. Qualifications And Skills Bachelor’s degree in Business Administration, Marketing, Communications, or a related field. Equivalent experience will also be considered. 5+ years of experience in customer experience design, customer success, or related roles. Fluent in English with outstanding written and oral communication skills, including storytelling and presenting data-driven insights. Strong analytical and empathetic skills with the ability to synthesize complex data and visualize customer journeys. Proven problem-solving skills with expertise in efficiently addressing customer issues and implementing solutions. Technical proficiency in CRM systems, customer journey mapping, service blueprints, and analytics tools such as NPS dashboards. Strong project management skills with excellent organizational and time-management abilities to oversee multiple initiatives and projects. Strategic thinker with a customer-centric mindset capable of developing effective customer experience strategies. Ability to thrive in a fast-paced, dynamic environment while managing multiple priorities effectively. Experience in a technology-driven environment is preferred. Familiarity with automation tools and performance metrics in customer success environments. About S&P Global Mobility At S&P Global Mobility, we provide invaluable insights derived from unmatched automotive data, enabling our customers to anticipate change and make decisions with conviction. Our expertise helps them to optimize their businesses, reach the right consumers, and shape the future of mobility. We open the door to automotive innovation, revealing the buying patterns of today and helping customers plan for the emerging technologies of tomorrow. For more information, visit www.spglobal.com/mobility. 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: https://spgbenefits.com/benefit-summaries Global Hiring And Opportunity At S&P Global At S&P Global, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets. Equal Opportunity Employer S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment. If you need an accommodation during the application process due to a disability, please send an email to: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person. US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law. Pay Transparency Nondiscrimination Provision - https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf 20 - Professional (EEO-2 Job Categories-United States of America), PDMGDV202.1 - Middle Professional Tier I (EEO Job Group), SWP Priority – Ratings - (Strategic Workforce Planning) Job ID: 313651 Posted On: 2025-06-03 Location: Mexico City, Mexico Show more Show less