Director, Customer Experience – CX Strategy

S&P Global

. Define and Lead CX Strategy .

Posted 4/21/2026full-timeDenver • Colorado, New York, Texas • 🇺🇸 United StatesLead💰 $126,676 - $253,020 per yearWebsite

About the role

Key responsibilities & 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 of executive‑level CX narratives for senior leadership and board‑level forums.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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.

ATS Keywords

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Hard Skills & Tools

CX strategycustomer experiencestrategic planningperformance data analysisinnovationAI-enabled experiencesgovernance modelexecutive storytellingbusiness performance linkagecustomer engagement

Soft Skills

influencing stakeholderscustomer-centric decision-makingcommunication skillsstorytellingcollaborationstrategic alignmentleadershipcuriosityadaptabilityproblem-solving