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.

You will be responsible for:

• 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: You will 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: You will 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.

Kyndryl currently does not require employees to be fully vaccinated against COVID-19, however, if you are hired to work at a client, customer, or partner location, you may be required to show proof of vaccination to align with their respective COVID-19 vaccination policies.  Those who believe they are eligible may apply for a medical or religious accommodation prior to the start of employment.

Who You Are

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 competitive 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.

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

Your actual compensation may vary depending on your geography, job-related skills and experience.  For part time roles, the compensation will be adjusted appropriately. The pay or salary range will not be below any applicable state, city or local minimum wage requirement.

There is a different applicable compensation range for the following work locations:

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 

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. You may also receive a comprehensive benefits package which includes medical and dental coverage, disability, retirement benefits, paid leave, and paid time off.  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.
Applications will be accepted on a rolling basis.

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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Being You

Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations.  At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

Get Referred!
If you know someone that works at Kyndryl, when asked ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contact's Kyndryl email address.