Lead Experience Strategist

About the role

The Role At Kyndryl, you will shape the go-to-market strategy and create high-impact pre-sales content that fuels Customer Experience (CX) pipeline growth. You will translate market needs and human-centered approaches into compelling offerings, narratives, and solution frameworks that empower sellers, differentiate Kyndryl in the market, and win deals.

Responsibilities

• Create reusable assets, pitch materials, value propositions, compelling POVs, storytelling frameworks, and executive-ready narratives that clearly articulate customer outcomes and business impact.
• Create integrated experience strategies that blend business, technology, and user needs, advocating for a customer-first approach to ensure all experiences are intuitive and meet user needs.
• Create strategic deliverables such as experience maps, user journeys, and service blueprints to articulate insights and guide solution development.
• Conduct research and analysis, including design and conduct qualitative and quantitative research, concept evaluations, and competitive analyses – identifying trends, opportunities, and potential threats to inform the future state CX vision.
• Understand and apply psychology to influence desirability, adoption, and culture.

Requirements

• 5+ years in progressive, CX strategy focused consulting role; with a blend of sales and delivery experience preferred, bringing cross-industry perspectives and outside-in thinking/best practices.
• Undergraduate or graduate degree in service design, strategic design, innovation strategy, business administration, or a related field.

Qualifications

• Business Acumen: Understand business strategy and connect it to experience to help others understand the value of experience-led outcomes.
• Experience Optimization: Evaluate and recommend ways to optimize customer and employee experiences, including moments that could be improved with self-serve, AI, automation, and empowerment across the end-to-end journey.
• Design and deliver solutions: Create strategic deliverables such as experience maps, user journeys, and service blueprints to articulate insights and guide solution development.
• Co-Creation: Excel at aligning stakeholders through workshops and collaborative sessions. Facilitate brainstorming/future-state innovation sessions and use case development that foster experimentation and POCs/prototypes.
• Storytelling: Build a compelling narrative and communicate clearly – rooted in a desire to change minds, hearts, and behaviors.
• Psychology: Have a deep understanding of human needs and behavior to influence desirability, adoption, and culture.

Skills

• Ability to travel up to 30% as business requires.

Benefits

• Comprehensive benefits package including medical and dental coverage, disability, retirement benefits, paid leave, and paid time off.
• Discretionary annual bonus program based on performance and subject to the terms of Kyndryl’s applicable plans.
• Sales commission plan eligibility based on performance.

Pay

The compensation range for the position in the U.S. is $88,680 to $168,480 based on a full-time schedule. Your actual compensation may vary depending on your geography, job-related skills and experience.

Schedule

This position will be eligible for Kyndryl’s discretionary annual bonus program, based on performance and subject to the terms of Kyndryl’s applicable plans.