Director, Ai Innovation Lab Vital Lead

About the role

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities. As a Design Strategist, you will shape how customers translate business goals into clear, human centered strategies and experiences. The focus is on problem identification, framing opportunities, and designing strategic direction that connects customer needs, business outcomes, and technology choices. Your work will balance structured discovery, collaborative design, and practical delivery of strategic recommendations that teams can act on.

Responsibilities

• Lead design strategy engagements that clarify customer challenges, success measures, and desired outcomes
• Plan and facilitate discovery activities such as interviews, workshops, and research to surface user, business, and operational insights
• Synthesize qualitative and quantitative inputs into clear problem statements, opportunity areas, and strategic design principles
• Develop artifacts such as experience visions, service concepts, journey maps, and strategic roadmaps that guide decision making
• Collaborate with multidisciplinary teams including strategy, technology, and delivery roles to align design intent with execution
• Translate complex findings into clear narratives and recommendations that support customer decisions and prioritization
• Support customers through change by validating concepts, testing assumptions, and refining strategies based on evidence

Requirements

• Experience in design strategy, service design, business strategy consulting, or a closely related field
• Demonstrated experience leading discovery and design strategy work from problem framing through strategic recommendation
• Background in user research methods, synthesis techniques, and insight development
• Experience creating and using design strategy artifacts such as journeys, service blueprints, experience principles, or roadmaps
• Ability to connect customer experience, business goals, and technology considerations into a coherent strategy
• Experience working collaboratively with cross functional teams to deliver practical, implementable outcomes

Skills

• Experience working within large, complex, or enterprise customer environments
• Familiarity