Description and Requirements

Job Description

About The Role

This is not a traditional sales role. It's for someone who can connect dots across capabilities, industries, and ideas to unlock new ways of creating value through Customer Experience (CX).

As part of Slalom's Go-To-Market team for Customer Experience, you'll shape and scale how we bring CX to market, helping propel our growth trajectory and how clients experience the full power of what we offer. You operate at the intersection of strategy, storytelling, and execution: developing pipeline, leading complex pursuits, and building lasting customer relationships.

As CX Senior Principal, you will balance your time between selling customer experience work at some of our largest clients and leading some of our most challenging engagements. You love to sell, but you're more than that. You're also accountable for outcomes. From shaping early-stage opportunities and facilitating ideation sessions to leading large-scale RFP responses, you navigate the full business development lifecycle with confidence and curiosity and stay engaged to ensure what was promised is delivered.

Success in this role looks like building a high-quality pipeline, closing transformational CX deals, and delivering measurable client impact while contributing your expertise in growing Slalom's CX offerings.

You will be dedicated to supporting Slalom's Pacific Southwest market comprised of Las Vegas, Los Angeles, Orange County, Phoenix, and San Diego. You will be a core member of the team that drives growth, innovation, and business impact. This is an ideal role for someone who thrives in strategic account development, understands the dynamics of large-scale enterprise companies, and excels at orchestrating cross-functional teams to deliver results.

This role requires living within commuting distance of one of our PSW offices.

What You'll Do

As CX Senior Principal, you will balance your time between selling customer experience work at some of our largest clients and leading some of our most challenging engagements.

You possess the level of customer strategy expertise needed to solve complex problems and excel in leading larger and more challenging engagements, including multiple workstreams and delivery teams. As a leader for not only the discipline of product design, but the Customer Experience capability, you will be expected to:
• Work alongside account teams and other capabilities to sell transformational customer experience solutions at our clients by telling compelling stories and demonstrating the value of our work
• Establish lasting, trusted, relationships with clients
• Co-lead customer experience projects and workstreams, alongside other capability leaders.
• Empower our team to deliver high-quality solutions by enabling best in class skills and leveraging new technologies
• Provide customer strategy expertise in new project pursuits alongside a skilled pursuit team.

What You'll Bring

Senior Principals in Customer Experience bring not only an expert level of strategy and leadership, but also a keen sense for the needs of team members and project stakeholders. You have a proven track record of defining, designing, and delivering complex, large-scale modern strategies, products, and organizations with multiple teams.

In addition, you'll leverage your experience in project proposals, contract creation, and business operations. You'll bring your passion for designing product and experience solutions with state-of-the-art techniques and technologies to tackle challenging situations and solve complex problems. Showing your ability to mentor others and engage with clients across all levels will be your path to success in leading teams at Slalom and driving maximum value for our customers.

Our Customer Experience team falls into three pillars: Customer Strategy, Experience Design, and Marketing and Advertising. For this role, we are looking for deep expertise in Customer Strategy-strategy, research & insights, service design, contact center experience, or some combination of all these. You're T-shaped across CX, and either way, you're passionate about the craft.
• A real track record of building and closing complex deals with enterprise clients-not just being in the room, but driving what happens there.
• Executive presence that earns trust fast-you're comfortable in C-suite rooms and just as comfortable admitting you don't have all the answers.
• A commercial mind backed by data-you use insights to stay ahead of the market while holding onto the context and nuance that pure numbers miss.
• Genuine curiosity and collaborative instincts-you actively seek out perspectives that challenge yours, and you're comfortable not being the smartest person in the room. In fact, you prefer it that way.
• A high tolerance for ambiguity-and a genuine taste for it. Gnarly problems don't slow you down; they're where you do your best work.
• 10+ years of experience in delivering customer strategy
• Expertise in designing and facilitating workshops, fostering collaboration, and aligning teams around a shared vision.
• Exceptional storytelling skills to translate complex ideas into compelling narratives.
• Relationship-building expertise, fostering trust and collaboration across clients and teams.
• Proactive, entrepreneurial spirit and passion for solving ambiguous problems with clarity and creativity.
• Empathy for customers and colleagues, with a focus on creating meaningful connections.
• Proven adaptation to new ideas, tools, and methods that drive innovation and value.
• Expert-level proficiency with common design and business software, as well as data visualization methods to support storytelling.
• A highly desirable candidate will have practioner and/or leadership experience in both B2B and B2C businesses as well as experience in two or more of the following industries: Financial Services, Manufacturing, Public Sector, Retail, Travel & Hospitality, Healthcare & Life Sciences.
• A strong portfolio demonstrating breadth, creativity, process and innovation in related fields is required
• Partner with the CX GTM Market Leader and Capability leadership to build growth and cost projections that are grounded in reality-ambitious, but defensible.
• Own your number-and own the early warning when something's off. Proactively flag when a capability is underperforming at the market level and come with a point of view on what to do about it.

Compensation and Benefits

Slalom prides itself on helping team members thrive in their work and life. As a result, Slalom is proud to invest in benefits that include meaningful time off and paid holidays, parental leave, 401(k) with a match, a range of choices for highly subsidized health, dental, & vision coverage, adoption and fertility assistance, and short/long-term disability. We also offer yearly $350 reimbursement account for any well-being-related expenses, as well as discounted home, auto, and pet insurance.

Slalom is committed to fair and equitable compensation practices. For this role, we are hiring at the following levels and targeted base pay salary ranges: The targeted base salary pay range for Senior Principal is $177,000 to $220,000. In addition, individuals may be eligible for an annual discretionary bonus. Actual compensation will depend upon an individual's skills, experience, qualifications, location, and other relevant factors. The salary pay range is subject to change and may be modified at any time.

We are committed to pay transparency and compliance with applicable laws. If you have questions or concerns about the pay range or other compensation information in this posting, please contact us at: [redacted]. Please note, this recipient is not able to support recruitment inquiries beyond this purpose.