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Senior Principal, Customer Experience
Full-time
Slalom is building a Customer Experience (CX) practice in Australia, and this is a founding opportunity to define a new discipline within it. As Senior Principal, Agentic Customer Experience, you will combine design and engineering capabilities to build the next generation of AI-mediated customer experiences across the full AI software development lifecycle, from concept and prototype through to production.
What you will do
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 pace and quality.
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 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 with hands-on experience in both UX/UI design and software engineering.
Hands-on experience with at least one modern AI/LLM platform (e.g. Anthropic, OpenAI, Agentforce) and how to build production-grade experiences on them.
Strong product instincts, able to ship working prototypes quickly with incomplete information.
Familiarity with responsible AI patterns: safety guardrails, evaluation frameworks, and human-in-the-loop design.
Comfort operating in an emerging discipline where the playbook is still being written.
Senior-level communication skills for engaging clients and executive stakeholders on complex topics.
