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Customer Experience Strategist

Customer Experience Strategist

SlalomRaleigh
12 days ago
Job type
  • Full-time
Job description

Who You’ll Work With

The strategy and consulting organization at Slalom is accountable for bringing compelling business, workforce, customer, and technology expertise to our customers at every stage of our relationship with them from the very first meeting until long after a project or program is complete. We work creatively together to deliver transformative, “next generation” outcomes that propel our customers to the forefront of their industries.

This role is a part of the global Customer Experience capability at Slalom, a collection of expert disciplines including : Marketing Strategy & Technology, Digital Strategy, Product Design, Service Design, Customer Strategy, Brand Strategy, Loyalty Strategy, Sales Strategy, and more.

This role will be situated in our Carolinas market geography which includes our hub locations in Charlotte (NC), Raleigh (NC), Columbia (SC), and Charleston (SC) but also serves clients across North and South Carolina.

What You’ll Do

As a Principal or Senior Principal Customer Experience Strategist, you will bring a thoughtful, customer-centric lens to marketing, sales, and digital innovation challenges, seamlessly blending customer insight with business imperatives. Your role will require balancing analytical rigor with creative problem-solving while building meaningful relationships across teams inside Slalom and inside our customers’ organizations. You’ll alchemize research insights into action plans, use storytelling to align teams and drive decisions, and collaborate with stakeholders to design solutions that are desirable for end users and valuable for businesses. You’ll play a critical role in helping organizations improve their CX maturity (across all vectors of marketing, sales, service, and design) and deliver transformative business outcomes.

The ideal candidate will demonstrate strong experience in each of these areas :

Customer-Centric Strategy & Operational Evolution

  • Develop roadmaps, personas, service blueprints, journey maps, and / or process maps that integrate customer needs, employee user realities, and business or commercial imperatives and create the business case and organizational urgency needed to invest and act upon them.
  • Conduct competitive market research, voice of customer research, and ROI analysis to inform our clients’ commercial decision making and prioritization and guide leaders through those decisions with confidence.
  • Identify patterns and opportunities, connecting the dots across diverse inputs to inform strategy and innovation seeing into the blindspots and around cornters that others may miss.
  • Provide strategic recommendations, coaching, and detailed implementation of evolutionary and revolutionary change across people, process, and technology in order to accelerate meaningful, measurable, experience-driven outcomes.
  • Experience implementing AI-driven strategies or emerging technologies is strongly preferred.
  • Experience with digital transformation, org transformation, and operating model transformation is strongly preferred.
  • Experience working with or on digital product development or digital product management teams as a product owner, UX designer, or content strategist is a plus.
  • Experience working within or helping to implement and operate complex experience technology ecosystems (such as Adobe Experience Platform, Salesforce Marketing Cloud, CDPs, AdTech platforms, etc.) is a plus.

Storytelling & Communication

  • Use compelling visual and verbal narratives to present research findings, strategy recommendations, and vision statements.
  • Clearly communicate complex ideas to cross-functional audiences with varying degrees of exposure and maturity regarding marketing or experience design.
  • Plan and lead workshops, align stakeholders of all levels, and generate creative solutions to business problems across a variety of industries and functional teams.
  • Ability to produce rapid-cycle prototypes, storyboards, animations or other experiential visuals is strongly preferred.

    • Relationship Building & Customer Opportunity Expansion

  • Foster strong partnerships with clients, acting as a trusted advisor who understands their challenges and goals.
  • Build rapport within teams, ensuring alignment and collaboration across disciplines.
  • Confidently identify and qualify customer opportunities.
  • Work with urgency and collaboration to bring together the right set of skills and expertise from across Slalom to create integrated, powerful solutions to customer challenges.
  • Design and negotiate different approaches for how Slalom can partner with its customers.
  • Evaluate the skills and capabilities of Slalom colleagues to find the right mix of talent for every project and opportunity.

    • What You’ll Bring

  • 8+ years of progressive experience in marketing, customer strategy, UX research, digital strategy, product management, or similar roles.
  • 5+ years managing and mentoring others, and / or leading cross-functional teams with a direct leadership accountability.
  • 4+ years leading strategy or customer experience projects as a consultant in the technology, marketing, or experience design space.
  • Expertise in 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.
  • Curiosity to explore new ideas, tools, and methods that drive innovation and value.
  • High degree of comfort with tools such as Miro, Excel, Figma and survey platforms, 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.

    • About Us

    Slalom is a fiercely human business and technology consulting company that leads with outcomes to bring more value, in all ways, always. From strategy through delivery, our agile teams across 52 offices in 12 countries collaborate with clients to bring powerful customer experiences, innovative ways of working, and new products and services to life. We are trusted by leaders across the Global 1000, many successful enterprise and mid-market companies, and 500+ public sector organizations to improve operations, drive growth, and create value. At Slalom, we believe that together, we can move faster, dream bigger, and build better tomorrows for all.

    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 position, the base salary pay range for a Principal is $122,000 to $189,000 and the base salary pay range for a Senior Principal is $140,000 to $217,000. 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.

    EEO and Accommodations

    Slalom is an equal opportunity employer and is committed to inclusion, diversity, and equity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veterans’ status, or any other characteristic protected by federal, state, or local laws. Slalom will also consider qualified applications with criminal histories, consistent with legal requirements. Slalom welcomes and encourages applications from individuals with disabilities. Reasonable accommodations are available for candidates during all aspects of the selection process. Please advise the talent acquisition team if you require accommodations during the interview process.

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    Customer Experience • Raleigh