Description and Requirements

Job Description

Senior Principal, Customer Strategy

You connect the dots between what customers need and what businesses can deliver, and you make it real. As a Customer Strategy Senior Principal at Slalom, you'll advise clients on how to transform their products, services, and experiences in ways that are human-centered, data-informed, AI-enabled, and built to last.

Customer Strategy at Slalom integrates Research & Insights, Product Strategy, Service Strategy & Service Design, and Contact Center Transformation capabilities with the goal of helping our client organizations understand their customers deeply, define the right strategies, design meaningful and profitable products and services, and transform how they engage - from first interaction to lasting relationship.

We are hiring a Senior Principal to help expand and lead Customer Strategy in the Pacific Northwest. This role is for a leader-level strategist who can shape executive conversations, build trusted client relationships, and sell and deliver high-value work.

The Work You'll Do
• Guide clients through defining product and service investment priorities, then translate those priorities into actionable roadmaps, operating models, business cases, and transformation programs.
• Champion systems thinking to enable action, connecting insights, business goals, and organization dynamics into a coherent picture
• Lead executive-level engagements across product strategy, service experience strategy, service design, research, and contact center strategy.
• Scope and sell Customer Strategy opportunities in the Pacific Northwest by identifying opportunities, developing client relationships, solutioning work, writing proposals, and partnering with Slalom teams across CX, data, technology, strategy, and account and industry practices.
• Advise clients through various customer strategy topics including but not limited to modern research practices, future of customer org models, product innovation approaches, agentic service design, revenue analytics.
• Help client organizations develop and execute AI strategy in their product and service investments where best outcomes still hinge on human judgment, creativity, and the ability to ask the right questions.
• Lead multidisciplinary teams through ambiguous client problems, balancing strategy, delivery quality, commercial outcomes, team development, and executive stakeholder management.
• Expand Slalom's market presence through thought leadership, partner relationships, client storytelling, and contributions to the continued growth of the Customer Strategy capability.

What You'll Bring
• 8+ years of experience in customer experience, strategy, or management consulting roles at a consulting firm, digital agency, or full-service creative agency.
• Depth in several areas of within the Customer Strategy discipline, such as product strategy, service strategy, service design, contact center, and research.
• Demonstrated business development experience, including account growth, opportunity qualification, proposal development, solution design, storytelling, and support for closing consulting services work.
• Strong client relationship management skills with a track record of shaping ambiguous problems, building executive-ready recommendations, and influencing senior stakeholders.
• Experience in working in cross-discipline or matrixed organization, collaborating with designers, technologists, data scientists, business leaders, and account leaders.
• Ability to connect business strategy to execution: defining use cases, operating models, capability roadmaps, business cases, requirements, governance, and delivery plans that create measurable client outcomes.
• A people-first leadership style with experience mentoring consultants, building capability, partnering across practices, and creating inclusive, high-performing teams.
• MBA or advanced degree preferred

What Success in This Role Looks Like
• You become a trusted advisor and a recognized thought leader to PNW clients and Slalom client teams.
• You shape and help close opportunities, expanding Slalom's CX presence while creating work that is differentiated, relevant, and scalable.
• You lead engagements that move beyond generic strategy and produce clear priorities, measurable outcomes, practical roadmaps, and momentum for client teams.
• You help grow a connected team of PNW-based consultants through coaching, collaboration, and capability-building.
• You demonstrate a commitment to continuous learning by staying ahead of emerging trends, technologies, and methodologies in the rapidly evolving marketing landscape.

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 $183,000 to $223,000. 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.