Senior Experience Strategist

Job description

Who We Are At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive. The Role Your Role As a Senior 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. 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. Who You Are Required Skills and Experience • Create Compelling Pre Sales Content: Develop resuable 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 can 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, including applying AI-driven capabilities such as personalization or automation within defined solutions. • 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, including leveraging AI, automation, and self-service capabilities to improve usability and efficiency. • AI Use Case Contribution: You contribute to identifying and shaping AI-enabled experience opportunities within projects, supporting senior team members in evaluating feasibility and value. • 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. • AI and Data Ethics: You leverage AI tools while maintaining quality and ethical standards, understanding key considerations such as bias, transparency, and user trust in AI-enabled experiences. What you’ll need: • 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 • Ability to travel up to 30% as business requires The compensation range for the position in the U.S. is - $115,080to$218,520 based 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):$138,120to$262,320 California (All Other):$126,600to$240,480 Colorado: $115,080to$218,520 Massachusetts$115,080to$240,480 New York City: $138,120to$262,320 Washington: $126,600to$240,480 Washington DC:$126,600to$240,480 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. Being You The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don’t meet every requirement, we encourage you to apply. We believe in growth, and we’re excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging — being a valued, respected, trusted member of the team — is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That’s The Kyndryl Way. What You Can Expect Your career with us isn’t just a job—it’s an adventure with purpose. We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health—because we know that when you feel your best, you do your best. From your very first day, you’ll dive into impactful work that powers the systems our customers rely on every day. You won’t just contribute—you’ll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth. We’re here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you’ll have everything you need to thrive and evolve. You’ll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, you’ll be part of a culture that values empathy, restless learning, and a devotion to shared success. We want you to thrive here—and we’re committed to helping you do just that. Ready to make an impact? Join us and help shape what’s next. 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.