The Role: S&P Global Energy is seeking a Director, Customer Experience Strategy to embed a customer‑centric, CX strategy that shapes how the Energy division sets priorities, makes decisions, and drives growth. This is a senior strategic leadership role focused on influence, alignment, and direction. The role ensures experience ambition are core inputs into divisional strategy, business unit plans, and enterprise initiatives. Working in close partnership with Energy Strategy, Business Line Strategy leaders, and the CX Leadership Team, this role ensures Customer Experience is a strategic advantage for the division and a catalyst for innovation, differentiation, and long‑term value creation.
Responsibilities and Impact
- Define and Lead CX Strategy
- Drive and evolve the multi‑year Customer Experience strategy for S&P Global Energy, aligned to enterprise and divisional priorities.
- Translate insight and performance data into clear strategic plans and CX priorities, creating alignment and effective execution.
- Ensure CX strategy is outcome‑driven, supporting growth, retention, adoption, and client lifetime value.
- Drive Customer‑Centric Behaviour Across the Division
- Act as a catalyst for customer‑centric decision‑making at all levels of the Energy organization.
- Embed CX thinking into strategic planning, QBRs, investment cases, and operating rhythms.
- Shift CX from a set of initiatives and support function to a core way the business operates.
- Partner with Business Line Strategy Leaders
- Serve as a strategic partner to Strategy Leads across Energy business lines.
- Ensure business line strategies reflect shared divisional CX priorities and consistent customer outcomes, while respecting business‑specific needs.
- Identify cross‑business experience opportunities and systemic friction that require enterprise‑level alignment.
- Partner with the Energy Strategy Team
- Work in close partnership with the Energy Strategy team to ensure CX is a foundational input into divisional strategy.
- Ensure CX priorities are reflected in Energy’s strategic narrative, transformation agenda, and investment roadmap.
- Bring a strong outside‑in customer perspective to enterprise strategy discussions.
- Connect and Enable the CX Leadership Team
- Act as a strategic partner to the CX Leadership Team, creating clarity on CX direction, priorities, and success measures.
- Translate CX strategy into clear directional guidance for CX leaders across Customer and Partner Success, Design, Operations, Digital, Education and Community.
- Create alignment across CX leadership on where to focus, where to stop, and where to innovate, reducing fragmentation and competing priorities.
- Enable CX leaders to confidently represent and reinforce CX strategy in their engagements with Product, Commercial, Technology, and business unit leadership.
- Serve as a unifying force across CX, ensuring individual team strategies ladder up to a cohesive, enterprise‑level CX agenda.
- Innovation & Future‑Ready CX
- Champion CX innovation, including AI‑enabled experiences and emerging methods for the customer of the future.
- Support the development of strategic CX innovation bets where experimentation can unlock step‑change customer and business value.
- Ensure innovation efforts are intentional, scalable, and tied to measurable outcomes.
- Governance, Measurement & Executive Storytelling
- Own the CX strategic framework, roadmap, and governance model.
- Define success measures that link CX performance to business impact, not just sentiment.
- Lead the development of executive‑level CX narratives for senior leadership and board‑level forums.
This role does not own CX execution – it ensures CX leaders are strategically aligned, prioritised, and enabled to execute effectively.
Qualifications
- Senior experience in strategy, transformation, CX, or operating‑model leadership within complex, matrixed organisations.
- Proven ability to influence senior stakeholders without direct authority.
- Customer‑facing experience.
- Strong commercial acumen and experience linking customer outcomes to business performance.
- Deep curiosity about innovation, AI, and the future of customer engagement.
- Exceptional communication and storytelling skills.
S&P Global states that the anticipated base salary range for this position is $126,676 to $253,020. Final base salary for this role will be based on the individual’s geographic location, as well as experience level, skill set, training, licenses and certifications.
About S&P Global EnergyAt S&P Global Energy, our comprehensive view of global energy and commodities markets enables our customers to make superior decisions and create long‑term, sustainable value. Our four core capabilities are: Platts for news and pricing; CERA for research and advisory; Horizons for energy expansion and sustainability solutions; and Events for industry collaboration.
Benefits
- Health & Wellness: Health care coverage designed for the mind and body.
- Flexible Downtime: Generous time off helps keep you energized.
- 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: Benefits for partners and children, with best‑in‑class options.
- Beyond the Basics: Retail discounts and referral incentive awards.
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