Customer Service Specialist handling mortgage inquiries via phone and professional interaction. Providing timely resolution for borrowers in a compliant, hybrid work schedule.
About the role
- Director, Customer Experience Strategy at S&P Global Energy driving cross-business alignment and innovating customer-centric strategies. Leading multi-year strategy for growth, retention, and client lifetime value.
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.
- 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
- 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
- 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.
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