Senior Principal, Customer Experience

About Slalom

Slalom is a global business and technology consulting firm focused on strategy, technology, and business transformation. Across industries and geographies, we work alongside our clients to solve complex problems and realise bold ambitions. In Australia, we are building a Customer Experience (CX) practice from the ground up — and this role is a rare founding opportunity to define a new discipline within it.

About the Role

This is not a conventional design or engineering role. It is something genuinely new.

As Senior Principal, Agentic Customer Experience, you will combine design and engineering capabilities to build the next generation of AI-mediated customer experiences. You will work across the full AI software development lifecycle — from concept and prototype through to production — shipping agentic experiences that meet the highest standards of safety, quality, and craft.

This is a senior, high-impact role. You will partner with Service Designers and Engineers, shape patterns and accelerators within our Agentic XD pillar, and represent this capability in client pursuits with live demos and proof-of-concept work. You will be operating at the frontier of a discipline still being defined — and you will help define it.

What You Will Do

Your key responsibilities will include, but are not limited to:

• Combine design and engineering skills to build agentic customer experiences end-to-end — from concept through to production
• Work across the AI SDLC, taking ideas from whiteboard to working product at the pace and quality this space demands
• Ship AI-mediated experiences that meet rigorous safety, evaluation, and quality standards
• Partner with Service Designers, Customer Strategists and Engineers to translate human-centred concepts into functioning, scalable products
• Develop and contribute to repeatable patterns, accelerators, and reusable components within the Agentic XD pillar
• Help establish the discipline of agentic experience design within Slalom Australia — contributing to methodology, tooling, and the growth of the practice

What You Will Bring

• A hybrid skill set — meaningful, hands-on experience in both UX/UI design and software engineering (not just one)
• Hands-on experience with at least one modern AI/LLM platform (e.g.Anthropic, OpenAI,Agentforce) and an understanding of how to build production-grade experiences on top of them
• Strong product instincts — able to ship working prototypes quickly with incomplete information, with a bias toward learning through building
• Familiarity with responsible AI patterns — safety guardrails, evaluation frameworks, and human-in-the-loop design principles
• Comfort operating in an emerging discipline where the playbook is still being written — and the confidence to contribute to writing it
• A mindset where utilisation and build quality are equally valued — craft and pace both matter
• Senior-level communication skills, with the ability to engage confidently with clients and executive stakeholders on complex technical and experience topics

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.

Slalom is an equal opportunity employer and welcomes all qualified applicants. Slalom does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis protected by applicable law.