CX Transformation Director

Description and Requirements Job Description Join Slalom's growing CX Service Transformation practice that focuses on enabling our clients to modernize the service experience for their customers across digital and telephony channels. Be a part of a team that designs and implements new digital and agent experiences powered by AI to deliver a world-class customer connection to grow revenue and lifetime customer value for our clients. If you have a passion for CX enabled by digital self-service, telephony,CCaaS, and world-class contact center design, this could be your next career step. Role Overview: As the CX Transformation Director, you'll be a trusted advisor and strategic leader, seamlessly combining delivery excellence with sales strategy. You will lead complex, multi-workstream programs, drive business development, and shape impactful go-to-market offerings. Your work will redefine service delivery by transforming the customer experience through AI, digital, telephony, agent, and innovative process design across a range of industries. What You'll Do: Lead Delivery & Sales Design solution and oversee large, multi-workstream contact center transformation programs. Drive business development through proactive pursuit leadership, proposal creation, and client relationship management. Partner closely with sales teams to deliver against revenue targets of $5M+. Strategic Leadership Shape the direction of our Contact Center Transformation capability by identifying market trends and developing reusable frameworks. Publish thought leadership and represent the brand in industry forums. Client Advisory Advise C-suite and senior stakeholders on best practices for contact center modernization, CCaaS implementations, digital, telephony, AI enablement, and workforce optimization. Act as the senior consulting team leader to conduct workshops, current state assessments, gap analysis, future state design, detailed design and configuration, change management, and solution implementation. People Development Mentor and coach team members, fostering growth and operational excellence. What You'll Bring: Industry Expertise: 10+ years in contact center strategy, operations, consulting or transformation. Consulting Background: In-depth experience in consulting or project leadership within contact centers going from on-prem to cloud-based technologies. Technical Acumen: Understanding of technology enablement (CCaaS, AI, CRM, IVR, digital self-service, agent desktop, knowledge management, quality management, and workforce management), without requiring hands-on technical work. Leadership: Proven ability to lead enterprise-scale programs, manage employees, and influence senior decision-makers. Sales & Delivery: Experience owning revenue targets and driving pursuit strategies. Travel: Willingness to travel 25-50%, varying by month. Preferred Industry Exposure: Financial Services, Public Sector, Healthcare, Retail, Travel/Hospitality. 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 includemeaningful 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/l ng-term disa