Director, Customer Experience Strategy

Overview

In this senior role, you will shape and lead a multi-year customer experience strategy for S&P Global Energy to drive growth and client lifetime value. You’ll partner with Energy Strategy and business-line leaders to embed CX into divisional plans and enterprise initiatives, turning insights into actionable priorities. You will elevate customer-centric decision-making across the organization and align CX with strategy, prioritizing scalable, measurable impact. This is a strategic, influence-driven opportunity that anchors CX in the business agenda.

Pay / Benefits

• Health & Wellness
• Flexible downtime
• Continuous learning
• Retirement planning
• Family-friendly perks
• Competitive pay with incentive plan

Responsibilities

• Define and lead the multi-year CX strategy for Energy aligned to divisional priorities
• Translate insights into strategic CX plans and ensure execution and follow-through
• Embed CX thinking into strategic planning, QBRs, investment cases, and operating rhythms
• Partner with Business Line Strategy Leaders to reflect shared CX priorities across units
• Collaborate with the Energy Strategy Team to ensure CX is a foundational input in divisional strategy and investment roadmap
• Provide directional guidance to CX leaders across orgs to create alignment and reduce fragmentation
• Champion CX innovation, including AI-enabled experiences and measurable bets
• Own the CX governance framework, metrics, and executive storytelling for CX impact

Key requirements

• 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 ability to link customer outcomes to business performance
• Deep curiosity about innovation, AI, and the future of customer engagement
• Exceptional communication and storytelling skills

• Influence without authority
• Strategic thinking
• Cross-functional collaboration
• AI-enabled experiences
• CX strategy development
• Data-driven decision making (implied by insights into strategy)

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