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    Director - Customer Experience / Strategy - New York, United States - Slalom

    Slalom
    Slalom New York, United States

    3 weeks ago

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    Description

    At Slalom, we take a holistic and modern approach to business transformation, considering everything from company culture to customer experience. Wherever our clients are on their journey, we help scale their investments, empower innovation, and build agility for the future. Our teams focus on high-impact projects and meeting our clients where they are to uncover business needs and deliver results around all aspects of people, process and transformation. Leaders have the unique opportunity to set the strategic direction of this work by breaking down complexities, defining measurable milestones, and moving quickly to execute, learn, and iterate. Senior Leaders at Slalom play a large part in delivering solutions, leading/coaching teams and expanding Slalom's footprint through sales, for local and global clients, all near home in New York City.

    Now more than ever, customers have higher expectations - more choices, information, and empowerment. The idea of putting customers first by focusing on Customer Strategy (CS), and associated Customer Experience (CX) has become a foundational part of almost every company's playbook, regardless of industry. That's because companies know the stakes are high. If they get the customer experience wrong, they're at risk of losing customers. For those who get it right, the upside potential is huge.

    Slalom New York is seeking a strong leader to drive the growth and success of the Customer Strategy & Experience capability working in conjunction with our existing Strategy & Operations and Experience Design capabilities. This role offers a unique opportunity to own the growth of New York's Customer Strategy & Experience capability, from developing the team's strategy, re-designing core capabilities, driving business development, managing key client relationships and overseeing delivery of projects.

    What You'll Do

    •Thought Leadership: Provide differentiated perspectives on topics such as Customer Research & Insights, Customer Experience, Omnichannel Strategy, Customer Data Strategy, Marketing, Sales, and Service Transformation, serving as a subject matter expert and evangelist

    •Practice Building: Establish Customer Strategy & Experience practice direction, strategy, and goals. Identify opportunities for growth/maturation of offerings and set the direction for that growth. Advance Customer Strategy & Experience as a discipline and practice, building and pulling in state-of-the-art methods from external and internal expertise.

    •Business Development: Maintain a productive network of relationships within New York, including at the C-suite level, lead business development activities, and expand relationships and opportunities at existing Slalom accounts. Lead pursuit activities, solution development, negotiations, and contracting on relevant projects and develop these skills in others.

    •Engagement Management: Oversee Customer Experience & Strategy engagements- from planning and executing related research to synthesizing inputs and building phased roadmaps

    o Manage engagement risk, project economics including planning and budgeting, managing accounts receivable, defining deliverable content, and ensuring buy-in of proposed solutions from top management at the client

    •Team & Personal Development: Maximize team performance through an effective team approach that increases productivity and job satisfaction

    •Enrich Slalom's culture and exemplify our core values on a day-to-day basis

    What You'll Bring

    • Customer Strategy & Experience domain leadership and expertise, content and offer development, practice leadership and involvement and business/account development
    • 10+ years of experience in customer strategy, customer experience, omnichannel experience strategy, customer data strategy, marketing and sales strategy, customer experience transformation, CRM and loyalty, and customer service transformation
    • Experienced in key customer strategy and experience tools and methodologies, such as service design blueprinting
    • Knowledge and enthusiasm for partnering with other Slalom data & technology capabilities that enable customer strategy and marketing transformation, across the MarTech stack - data, decision, and delivery layers (CDP/MDM, loyalty/personalization, CRM/Salesforce/contact center) and other relevant and emerging tech related to analytics and automation
    • Experience with an established management consulting firm and/or digital marketing services or Customer Experience provide
    • Demonstrated successful delivery of Customer Transformation / digital projects across multiple clients. Exposure to one or more of Financial Services, Media & Entertainment, or Consumer Product and Retail sectors is highly-preferred
    • Excellent relationship-building, negotiation, conflict management, problem solving and decision-making skills
    About Us

    Slalom is a purpose-led, global business and technology consulting company. From strategy to implementation, our approach is fiercely human. In six countries and 43 markets, we deeply understand our customers-and their customers-to deliver practical, end-to-end solutions that drive meaningful impact. Backed by close partnerships with over 400 leading technology providers, our 13,000+ strong team helps people and organizations dream bigger, move faster, and build better tomorrows for all. We're honored to be consistently recognized as a great place to work, including being one of Fortune's 100 Best Companies to Work For seven years running. Learn more at

    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 additional benefits such as a 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 is $190k to $300k.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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