Senior Experience Strategist

About the role

As a Senior Experience Strategist in 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 Compelling Pre Sales Content: Develop 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: Blend business, technology, and user needs to advocate for a customer-first approach, ensuring all experiences are intuitive and meet user needs, including applying AI-driven capabilities such as personalization or automation within defined solutions.
• Understand Business Strategy: Connect business strategy to experience and help others understand the value of experience-led outcomes.
• Evaluate and Recommend Experience Improvements: Optimize customer and employee experiences, including moments that could be improved with self-serve, AI, automation, and empowerment across the end-to-end journey, leveraging AI, automation, and self-service capabilities to improve usability and efficiency.
• Contribute to AI Opportunities: Identify and shape AI-enabled experience opportunities within projects, supporting senior team members in evaluating feasibility and value.
• Deliver Strategic Deliverables: Create strategic deliverables such as experience maps, user journeys, and service blueprints to articulate insights and guide solution development.
• Facilitate Collaborative Sessions: Align stakeholders through workshops and collaborative sessions, facilitating brainstorming/future-state innovation sessions and use case development that foster experimentation and POCs/prototypes.
• Build Compelling Narratives: Build a compelling narrative and communicate clearly, rooted in a desire to change minds, hearts, and behaviors.
• Conduct Research and Analysis: Design and conduct qualitative and quantitative research, concept evaluations, and competitive analyses to inform the future state CX vision.
• Understand Human Behavior: Have a deep understanding of human needs and behavior to influence desirability, adoption, and culture.
• Leverage AI Responsibly: Leverage AI tools while maintaining quality and ethical standards, understanding key considerations such as bias, transparency, and user trust in AI-enabled experiences.

Required Skills and Experience

• 7+ 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.
• Exposure to AI-enabled tools or solutions (e.g., generative AI tools, analytics platforms, or automation technologies) and their application in experience design is a plus.

Qualifications

• 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.

Pay or Salary Range

• The compensation range for the position in the U.S. is $115,080 to $218,520 based on a full-time schedule.

Application Information

• Applications will be accepted on a rolling basis.
• Note: If this is a sales commission eligible role, you will be eligible to participate in a sales commission plan in lieu of the annual discretionary bonus program.

Equal Opportunity Employer

We are committed to providing equal employment opportunities to all individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.