Director, Customer Experience (CX): Latin America Occasional travel will be required in support of client and team needs. Bilingual in Spanish and English (oral and written) required Who You’ll Work With Are you a design leader who can build a practice from the inside out? Do you bring both craft and commercial instinct, someone who can represent design, advertising, marketing and customer strategy across cultures, capabilities, and clients? Do you thrive at the intersection of design excellence, team building, and cross-functional leadership? Our experience design team is investing in Latin America, not as an outsourcing model, but as a strategic expansion of how we deliver. We are always blended: onshore and nearshore, together. We are seeking a Director of Customer Experience for Latin America to be our first dedicated CX leader in the region, based in Mexico. You will represent the Customer Experience capability across Mexico and Colombia, directly lead and grow our design teams in the region, and serve as a strategic partner to North American go-to-market and delivery leaders. You will be ambassador, operator, and leader, often in the same week. What You’ll Do Regional Leadership & Representation Serve as the CX capability ambassador for Latin America, representing customer strategy, marketing and advertising, and experience design across internal leadership conversations in the region Directly oversee the growing design team across Mexico and Colombia, including country leads and individual contributors Partner with go-to-market leads on key North American accounts to scope and solution blended team engagements, integrating Latin American design talent into cross-border delivery Educate internal stakeholders across capabilities and locations on what CX does, how to leverage it, and how our blended model creates value Build and refine the portfolio of services that our Latin American design practice can deliver in conjunction with onshore teams Delivery & Design Oversight Oversee nearshore design delivery across client engagements, ensuring quality, coherence, and client satisfaction Lead requirements-gathering, facilitation, and executive workshops as needed in support of delivery Develop executive-level materials around the design process, translating complex design decisions into clear client narratives Build prototypes and proofs of concept for client strategy conversations when the moment calls for it Review creative work and ensure proper implementation of designs that meet both client and end-user needs Team Building & Practice Development Build and manage a high-performing team of designers in Latin America, providing mentorship, professional development, and career growth Collaborate with staffing and operations to plan and grow the team in alignment with regional strategy and client demand Partner with North American design directors and principals to ensure consistent standards, shared tools, and integrated ways of working Foster a culture of craft, curiosity, and collaboration, one that bridges geographic and cultural contexts What You’ll Bring 15+ years of experience in experience design or product design, with a background that spans craft and leadership 5+ years in professional services, consulting, or agency settings with direct client-facing responsibility A clear passion for design: your background is rooted in design craft even if your scope has expanded to broader CX leadership Proven experience building and letting design teams, with the ability to mentor, develop, and grow talent across levels Strong client relationship management skills, with demonstrated ability to communicate complex concepts to non-technical stakeholders and lead executive conversations Hands-on capability to contribute directly to requirements, facilitation, and design when engagements call for it Strategic & Cross-Cultural Demonstrated ability to represent a discipline or capability across a matrixed organization: you know how to show up for your practice even when you're the only one in the room Experience working across cultures and geographies, with nuanced understanding of how to integrate and elevate nearshore teams without treating them as a lower-cost afterthought Comfortable navigating organizational ambiguity and building structure where it doesn't yet exist Strong operational instincts: you can help with staffing plans, scoping, and coordination across a growing regional team Ability to translate business goals into design strategy, and design strategy into measurable client outcomes 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 partner with clients to co-create powerful customer experiences, modern ways of working, and meaningful impact. What sets us apart? We believe work should be challenging and fulfilling, not perfect, but possible. That’s why we prioritize purpose, flexibility, connection, and recognition, so our people can thrive and love what they do, most days. 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 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. 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. We are committed to pay transparency and compliance with applicable laws. EEO and Accommodations Slalom is an equal opportunity employer and is committed to attracting, developing and retaining highly qualified talent who empower our innovative teams through unique perspectives and experiences. 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 or contact if you require accommodations during the interview process. #J-18808-Ljbffr