Senior Principal - Customer Experience

Title:

Go‑To‑Market CX (Customer Experience) Capability Lead

Level: Senior Principal

Location:

Must be based in Nashville, TN

At Slalom, our Customer Experience (CX) capability is where empathy meets execution. We are the connective tissue across every touchpoint—bringing brand promises to life through experiences that are human, measurable, and transformative.

You’ll join a community of CX professionals who thrive at the intersection of marketing, strategy, design, and technology. Our teams lead high‑impact initiatives across industries, partnering with clients to understand their customers deeply, align their organizations around the customer journey, and deliver experiences that drive loyalty and growth. Whether it’s reimagining a service model, activating a digital channel, or designing a future‑state experience, we bring clarity, creativity, and momentum to every engagement.

We work shoulder‑to‑shoulder with clients, tailoring our approach to meet them where they are—whether defining a vision, designing the experience, or operationalizing it through technology. Our focus is on enabling organizations to listen better, respond faster, and build authentic, lasting relationships that turn customers into advocates.

This position reports to the Central Region CX Capability Lead and will be part of the Nashville Leadership team. Candidates must be based in the Nashville market.

This role connects the regional CX Capability strategy with Nashville market needs. You will be a subject‑matter expert and thought leader at external events, collaborate with industry partners to identify opportunities, and serve as a trusted advisor to clients. You will develop and drive a go‑to‑market strategy, contribute to sales pipeline growth, support delivery in billable roles, and partner with leadership to achieve revenue targets and address capability challenges.

• Tailor the regional or country‑wide CX Capability strategy to the Nashville market based on client portfolio, market maturity, and geographic makeup.

• Create demand for yourself and your team by proactively seeking speaking opportunities as a Capability SME and thought leader at conferences and external events.
• Partner with Marketing and Operations to plan and execute Slalom‑led thought leadership events tied to Capability and Client Outcomes.
• Drive awareness and generate demand through participation in campaigns, RFIs, RFPs, workshops, and POCs.
• Research client portfolio needs and adjust focus to topics of resonance. Build relationships within the target and active client portfolio.

• Partner with industry‑aligned Client Partners and Sales Executives to identify and pursue opportunities tied to CX Capability and create connections to opportunities where CX can provide lift.
• Serve as Solution Lead or SME during pursuits, pulling in appropriate expertise from the broader capability team as needed.
• Support multi‑capability solutioning and client outcome‑based selling motions with the GTM team.
• Own a revenue target of $5 M.

• Participate in Nashville’s hiring, staffing, and workforce planning rhythms.
• Contribute to planning for the market‑dedicated capability pool to ensure the right‑skilled talent availability.

• Develop and mentor a small team of direct reports, including market or office Capability GTM Leads.
• Serve as a mentor to practitioners within the CX capability community.
• Participate in performance management by providing feedback on the Capability team members engaged in pursuits and delivery.

• Contribute to delivery through billable roles as Delivery Solution Lead and/or SME, with a utilization target of 50 %.

• Partner with the Market GTM team and Capability leadership to build growth and cost projections.
• Create and monitor revenue forecasts and overall capability health at the market level, escalating as needed to ensure proper staffing across geographic tiers.

• Inspirational Leadership – Strategic, forward‑looking thinker who connects market needs to capability strategy.
• Pro…