Description and Requirements

Job Description

Go-To-Market Director, Customer Experience

About the Role

This is not a traditional sales role. It's for someone who sees possibility where others see complexity-who can connect dots across capabilities, industries, and ideas to unlock new ways of creating value through Customer Experience.

As Slalom's Go-To-Market Lead for Customer Experience, you'll define and scale how we bring CX to market-shaping our growth trajectory and how clients experience the full power of what we offer. You operate at the intersection of strategy, storytelling, and execution: owning the development of pipeline, leading complex pursuits, and building lasting executive relationships.

You're a natural dot connector-energized by bringing together cutting-edge CX capabilities to solve gnarly, often ambiguous client challenges. You love the chase, but you're not just a seller. You're accountable for outcomes. From shaping early-stage opportunities and facilitating C-suite 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 helping shape and scale a market-leading CX capability from the inside out.

This role is anchored in the Penn Metro market-and that matters. We're not looking for someone who flies in for big meetings and disappears. We want someone who is genuinely invested in this market: building a presence in the Philadelphia business community, showing up at the right tables, and creating a culture where the CX team is proud of what they're building and who they're building it with. If you're energized by the idea of planting a flag and making Slalom's CX practice synonymous with exceptional work in this region, this is your role.

This role requires living within commuting distance of our Philadelphia office.

What You'll Do
Capability Vision & Strategy

• Read the Penn Metro market with precision-translating regional CX strategy into a locally resonant point of view shaped by client portfolio, market maturity, and geographic nuance.
• Stay ahead of the curve-not just tracking CX trends, but translating early signals into strategic moves that keep Slalom's offering ahead of client expectations.

Go-To-Market

• Get on stages. Seek out speaking opportunities at conferences and industry events-not to check a box, but because you genuinely have something to say about where CX is going and how to get there.
• Design and lead Slalom-hosted thought leadership events in partnership with Marketing and Operations-the kind that leave clients thinking differently, not just nodding along.
• Build a genuine presence in the Penn Metro business community-not just as a Slalom representative, but as someone the market knows, trusts, and wants in the room. Culture doesn't build itself; you're the one who starts it.
• Run the full playbook-campaigns, RFIs, RFPs, workshops, POCs-to ignite specific opportunities and deepen relationships with clients who have real problems worth solving.
• Know your clients deeply-their portfolio, their pressures, their ambitions. Show up to relationships with insight, not just availability.

Business Development & Sales

• Partner with industry-aligned client partners and sales executives to hunt down and pursue technology-led CX opportunities-the complex, transformational kind that others might walk away from.
• Step in as Solution Lead or SME when it counts-bringing the right voices into the room at the right moment, and knowing which ones those are.
• Show up fully in multi-capability solutioning and client outcome-based selling motions-as an integrator, not a spectator.
• Cross-pollinate with peers across markets and regions-sharing what's working, absorbing what isn't, and collectively raising the bar on how we go to market.
• Make the complex feel inevitable-translating gnarly CX challenges into narratives that resonate from the boardroom to the delivery team, and that move deals forward.

People Development & Leadership

• Lead a team through direct and indirect reporting relationships-scaling GTM impact by multiplying your effort through people, not just adding to your own workload.
• Own an organizational structure across multiple levels within a Build discipline-and take that ownership seriously, from hiring decisions to career trajectory conversations.
• Be the mentor practitioners remember. Show up for the CX team in Philadelphia not just as a leader, but as someone who makes them better at the craft.
• Close the loop on performance-provide real, specific feedback on capability team members engaged in market pursuits and delivery. Not just at review time. Continuously.
• Grow and empower teams of strategists, designers, and technologists to do the best work of their careers. You're a leader of leaders-your job is to raise the ceiling, not be the ceiling.

Delivery Management

• Stay billable and stay engaged-contribute in Delivery Solution Lead and SME roles within the market's portfolio, with a utilization target defined by level. You're not above the work.
• See it through. Stay engaged post-close-because accountability doesn't end at the signature, and the best client relationships are built in delivery, not just pursuit.

Financial Management

• Partner with the GTM team 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.

Resource Pipeline

• Stay plugged into the rhythm of the business on hiring, staffing, and workforce planning-because pipeline health and people health are two sides of the same coin.
• Shape the market-dedicated CX capability pool-advocating for the right talent, at the right depth, to deliver on what you're selling.

What You'll Bring

• Deep expertise in Customer Experience-strategy, design, technology, or some combination of all three. You're T-shaped or M-shaped, and either way, you're passionate about the craft.
• A real track record of building and closing complex, transformational 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 storytelling instinct that's genuinely yours-you don't just simplify complexity, you make it compelling. From the boardroom to the delivery team, people follow your narrative.
• Experience leading in matrixed environments-you know how to move people and decisions without always having the org chart on your side.
• 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.
• Deep roots in-or a genuine hunger to build them in-the Penn Metro market. You want to be known here. You show up, you get involved, and you make the community around you better.

What Success Looks Like

• A high-quality, sustainable CX pipeline aligned to market strategy.
• Closed, transformational CX deals that integrate people, process, and technology.
• Measurable impact for clients, reflected in outcomes, relationships, and follow-on work.
• A scaled, market-leading CX capability-and a team of leaders who are better because of your influence.

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 Director is $187,000 to $258,000. 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].