Director, Customer Experience Strategy

S&P Global Inc.; City of Westminster; On-site; GBP 96,000 - 191,000; Full time

Benefits offered by this job

Health & Wellness

Flexible Downtime

Continuous Learning

Invest in Your Future

Family Friendly Perks

Beyond the Basics

Job summary

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 senior strategic leadership role partners with Energy Strategy, Business Line Strategy leaders, and the CX Leadership Team to ensure Customer Experience is a strategic advantage for the division and a catalyst for innovation and long-term value.

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.

Responsibilities

• 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 and follow through on these priorities
• Ensure CX strategy is outcome-driven, supporting growth, retention, adoption, and client lifetime value.
• 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.
• 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.
• 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.
• 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.
• This role does not own CX execution - it ensures CX leaders are strategically aligned, prioritised, and enabled to execute effectively.
• 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.
• 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 executive-level CX narratives for senior leadership and board-level forums.

Job description

Grade Level (for internal use), 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 and follow through on these priorities
• 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.

This role does not own CX execution - it ensures CX leaders are strategically aligned, prioritised, and enabled to execute effectively.

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 executive‑level CX narratives for senior leadership and board‑level forums.

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.

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.

At 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.

S&P Global Energy is a division of S&P Global (NYSE: SPGI). S&P Global enables businesses, governments, and individuals with trusted data, expertise, and technology to make decisions with conviction. By advancing essential intelligence through world‑leading benchmarks, data, and insights that customers need in order to plan confidently, act decisively, and thrive economically in a rapidly changing global landscape, we are helping them succeed. Learn more at www.spglobal.com/energy.

What In It For You?

Our Mission: Advancing Essential Intelligence.

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. Join us and help create the critical insights that truly make a difference.

Our Values: Integrity, Discovery, Partnership. 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.

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.

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.