Executive Summary
Built S&P Global's enterprise Usage Analytics Platform from 0 to 1 in a regulated financial-services environment, replacing weeks-long manual analysis with real-time behavioral intelligence and predictive customer-risk scoring that contributed to a 10%+ improvement in year-over-year retention.
Business Problem
The Market Intelligence division had no unified way to understand product usage or anticipate customer risk. Reporting was manual and took weeks, by which point the underlying customer behavior had already moved on.
Why It Mattered
In a regulated, relationship-driven business, understanding which customers were at risk of churning — and why — before it showed up in renewal conversations was the difference between a reactive save attempt and a proactive intervention.
My Role and Scope
Product Manager, Usage Analytics Platform — owned the platform from discovery and strategy through development, rollout, and continuous improvement.
Constraints
A regulated financial-services environment with compliance requirements around data handling, and no existing platform or team pattern to build from — this was a 0→1 build.
Decisions I Made
- Partnered with Data Science early to build behavioral models and risk scoring rather than starting from dashboards alone, so the platform could predict declining engagement, not just report on it after the fact.
- Prioritized real-time dashboards over static reports to replace the weeks-long manual cycle.
How the Platform Worked
The platform ingested usage signals, applied behavioral models and risk scoring built with Data Science to identify accounts showing declining engagement, and surfaced that through real-time dashboards and CRM-connected reporting so customer and product teams could act before renewal risk became renewal loss.
Cross-Functional Leadership
Coordinated Product, Engineering, Data Science, Sales, Customer Success, and Compliance across multiple divisions to build and govern the platform within a regulated environment.
Outcome and Evidence
- Replaced weeks-long manual analysis with real-time dashboards and predictive insights.
- Behavioral risk scoring enabled proactive customer interventions that contributed to a 10%+ improvement in year-over-year retention.
What I Learned
In a regulated environment, the fastest path to trust is building governance into the platform from day one rather than retrofitting it — it made the predictive scoring something Sales and Compliance could both stand behind.
Related Capabilities
- 0→1 platform development
- Predictive analytics
- Behavioral modeling
- Regulated-industry delivery
- Cross-functional leadership
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