Lead Experience Strategist

Who We Are
At Kyndryl, we design, build, manage and modernize the mission‑critical technology systems that the world depends on every day. So why work at Kyndryl? 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.

The Role
As an Experience Strategist in Kyndryl Vital, 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.

This role blends strategic thinking, customer empathy, and storytelling excellence to influence buying decisions and accelerate revenue.

Responsibilities

Creating 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.

Business + Tech + Experience: 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.

Design and deliver solutions: Create strategic deliverables such as experience maps, user journeys, and service blueprints to articulate insights and guide solution development.

Your Future at Kyndryl
Every role at Kyndryl opens doors to continuous growth. You’ll gain hands‑on experience, access learning opportunities across all major platforms, and the ability to expand or specialize your expertise. Whether you’re building new skills or deepening your craft, you’ll find unmatched opportunity here.

Who You Are
You bring a growth mindset, a passion for solving customer experience problems, a knack for looking at familiar challenges through a unique lens, and the ability to simplify complexity into compelling narratives. You thrive in collaborative, cross‑functional environments and are energized by helping teams win in the CX market. You embrace experimentation, human‑centered thinking, and continuous learning.

Required Skills and Experience

Business Acumen: You understand business strategy and can connect it to experience and help others understand the value of experience‑led outcomes.

Experience Optimization: You can 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: You excel at aligning stakeholders through workshops and collaborative sessions. You’ve facilitated brainstorming/future‑state innovation sessions and use case development that foster experimentation and POCs/prototypes.

Storytelling: You can build a compelling narrative and communicate clearly – rooted in a desire to change mind, hearts and behaviors.

Conduct Research and Analysis: You can design and conduct qualitative and quantitative research, concept evaluations, and competitor analyses – identifying trends, opportunities, and potential threats to inform the future state CX vision.

Psychology: You have a deep understanding of human needs and behavior (e.g. thoughts, expectations, motivations, perceptions, beliefs, emotions, etc.) to influence desirability, adoption, and culture.

What You’ll Need

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.

Ability to travel up to 30% as business requires.

Compensation
The compensation range for the position in the U.S. is $88,680 to $168,480 based on a full‑time schedule.

California (San Francisco Bay Area) : $106,440 to $202,200

California (All Other) : $97,560 to $185,280

Colorado : $88,680 to $168,480

Massachusetts : $88,680 to $185,280

New York City : $106,440 to $202,200

Washington : $97,560 to $185,280

Washington DC : $97,560 to $185,280

Benefits
Eligible for discretionary annual bonus program; may also receive a comprehensive benefits package which includes medical and dental coverage, disability, retirement benefits, paid leave, and paid time off. 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.

EEO Statement
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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