Senior Experience Strategist

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. You will 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. You will 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. You will contribute to identifying and shaping AI-enabled experience opportunities within projects, supporting senior team members in evaluating feasibility and value. You will create strategic deliverables such as experience maps, user journeys, and service blueprints to articulate insights and guide solution development. You will excel at aligning stakeholders through workshops and collaborative sessions, facilitating brainstorming and future-state innovation sessions. You will design and conduct qualitative and quantitative research, concept evaluations, and competitive analyses to identify trends, opportunities, and potential threats to inform the future state CX vision. You will leverage AI tools while maintaining quality and ethical standards, understanding key considerations such as bias, transparency, and user trust in AI-enabled experiences.

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.

• 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.