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About the 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.

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.
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, including applying AI-driven capabilities such as personalization or automation within defined solutions.
Business Acumen: Understand business strategy and connect it to experience, helping others understand the value of experience-led outcomes.
Experience Optimization: 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: 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: Align stakeholders through workshops and collaborative sessions. Facilitate brainstorming/future-state innovation sessions and use case development that foster experimentation and POCs/prototypes.
Storytelling: Build a compelling narrative and communicate clearly – rooted in a desire to change mind, hearts and behaviors.
Conduct Research and Analysis: 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: Understand human needs and behavior (e.g. thoughts, expectations, motivations, perceptions, beliefs, emotions, etc.) to influence desirability, adoption, and culture.
AI and Data Ethics: Leverage AI tools while maintaining quality and ethical standards, understanding key considerations such as bias, transparency, and user trust in AI-enabled experiences.

Requirements

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.
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.

Skills

Growth mindset
Passion for solving customer experience problems
Ability to look at familiar challenges through a unique lens
Ability to simplify complexity into compelling narratives
Collaborative
Cross-functional collaboration
Experimentation
Human-centered thinking
Continuous learning
Customer Experience (CX)
Pre-sales content creation
Business acumen
Experience optimization
AI use case contribution
Solution design
Co-creation
Storytelling
Research and analysis
Psychology
AI and Data Ethics

Location

California (San Francisco Bay Area)
California (All Other)
Colorado
Massachusetts
New York City
Washington
Washington DC

Work Type

Full-time
Hybrid

Experience Level

Senior

Education Level

Undergraduate or graduate degree in service design, strategic design, innovation strategy, business administration, or a related field.

Salary/Compensations

U.S. range: $115,080 to $218,520
California (San Francisco Bay Area): $138,120 to $262,320
California (All Other): $126,600 to $240,480
Colorado: $115,080 to $218,520
Massachusetts: $115,080 to $240,480
New York City: $138,120 to $262,320
Washington: $126,600 to $240,480
Washington DC: $126,600 to $240,480

Benefits

Medical and dental coverage
Disability
Retirement benefits
Paid leave
Paid time off
Discretionary annual bonus program
Be Well programs (financial, mental, physical, and social health)

About the Company

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.
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.
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.
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.
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.
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.
At Kyndryl, we achieve progress the world depends on, with purpose.
Beginning with the purpose that matters to you.
Because here, you will be part of a culture designed with purpose.
One that is restless, empathetic and devoted.
Where we are committed to sustainable progress for our customers and supporting the communities where we work and live.
All of you is what we want.
And what we need.
Join us, and together, we can advance the vital systems that power human progress.

Equal Opportunity

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.
Even if you don’t meet every requirement, we encourage you to apply.