Senior Program Manager, Customer Experience

About the Role:

Grade Level (for internal use):

12

The Role: Senior Program Manager, Customer Experience

The Team: The CX Program Management team at S&P Global Energy leads complex, enterprise-wide transformation programs that enhance customer experience, strengthen commercial effectiveness, and improve operational scalability. The team works closely with stakeholders across Commercial, Product, Customer Experience, Technology, Data, Finance, Legal, Operations, and Change Management to translate strategic priorities into actionable roadmaps and measurable business outcomes. The portfolio includes cross-divisional Salesforce migrations, CRM and data integrations, operating model redesign, process standardization, and the transition from legacy capabilities to modern platforms. Through effective leadership, robust governance, proactive risk management, and a strong focus on adoption and value realization, the team supports business continuity while delivering sustainable change across global divisions.

The Role: We are seeking an experienced, commercially minded Program Manager to lead and chair strategic, cross-functional transformation initiatives. The successful candidate will bring strong business acumen, executive presence, and excellent communication skills. They will be confident engaging with senior stakeholders, including C-suite leaders, and able to translate complex business and technical topics into clear insights, recommendations, and decisions. The role requires a combination of strong program management expertise and experience delivering Salesforce transformations. Success will also depend on exceptional leadership, effective stakeholder alignment, confident decision facilitation, and a consistent focus on achieving measurable business outcomes.

Responsibilities:

Program Leadership & Governance

• Lead and chair enterprise transformation programs, steering committees, and governance forums.
• Define program objectives, roadmaps, milestones, governance frameworks, and measures of success.
• Manage risks, dependencies, key decisions, financials, and executive reporting throughout the program lifecycle.
• Provide clear, data-driven recommendations and facilitate timely decision-making among stakeholders.

Executive Stakeholder Management

• Act as the primary liaison between business, technology, and executive leadership teams.
• Engage confidently and effectively with senior leaders and C-suite stakeholders.
• Present program status, risks, business impacts, and strategic recommendations in a concise and compelling manner.
• Build alignment across global stakeholder groups and influence outcomes without direct authority.

Business & Transformation Leadership

• Translate strategic business priorities into executable programs with clearly defined and measurable outcomes.
• Lead business process improvement, operating model transformation, and value realization initiatives.
• Ensure that program solutions support commercial, customer, operational, and organizational objectives.

Delivery Oversight

• Translate strategic business priorities into executable programs with clearly defined and measurable outcomes.
• Lead business process improvement, operating model transformation, and value realization initiatives.
• Ensure that program solutions support commercial, customer, operational, and organizational objectives.

Change & Adoption

• Translate strategic business priorities into executable programs with clearly defined and measurable outcomes.
• Lead business process improvement, operating model transformation, and value realization initiatives.
• Ensure that program solutions support commercial, customer, operational, and organizational objectives.

Compensation/Benefits Information (US Applicants Only): S&P Global states that the anticipated base salary range for this position is $90,000-$157,000. 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. In addition to base compensation, this role is eligible for an annual incentive plan.  This role is eligible to receive additional S&P Global benefits. For more information on the benefits that we provide to our employees, please click here .

Required Qualifications

• Experience leading complex, cross-functional transformation initiatives.
• Proven experience leading Salesforce transformations, CRM migrations, and enterprise-wide technology programs.
• Strong business acumen, with the ability to connect commercial, operational, customer, and technology priorities.
• Exceptional written, verbal, and presentation skills.
• Proven ability to engage and influence senior leaders and C-suite stakeholders.
• Strong stakeholder management, facilitation, negotiation, and conflict-resolution skills.
• Experience developing executive presentations, governance materials, roadmaps, and program dashboards.
• Ability to lead large-scale initiatives across global, matrixed organizations.
• Flexibility to support stakeholders across US and EMEA time zones.

Preferred Qualifications

• Bachelor’s degree in business, Technology, Engineering, Program Management, or a related field.
• Knowledge of Agile, Waterfall, and hybrid delivery methodologies.
• Experience using Jira, Confluence, Power BI, Tableau, Monday.com, or similar tools.
• Experience supporting global transformation programs across multiple business units and regions.

Preferred Certifications

• PMP, PgMP, PRINCE2, SAFe, Scrum, or an equivalent certification.
• Salesforce certification or formal Salesforce training.
• Change Management certification, such as Prosci or an equivalent qualification.

Right to Work Requirements: This role is limited to persons with indefinite right to work in the United States.

About S&P Global Energy
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. We are 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. Learn more at www.spglobal.com/energy.

What’s 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.
Benefits:

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.

For more information on benefits by country visit:

Global Hiring and Opportunity at S&P Global:

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.

Recruitment Fraud Alert:

-----------------------------------------------------------

Equal Opportunity Employer

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law.  Only electronic job submissions will be considered for employment.

-----------------------------------------------------------

202 - Middle Professional (EEO Job Group) (inactive), 20 - Professional (EEO-2 Job Categories-United States of America), OPRTON202.2 - Middle Professional Tier II (EEO Job Group)