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About the Role

As an Associate Director, Experience Strategist in Kyndryl Vital, you are a visible CX authority who shapes go-to-market strategy, influences executive decision-making, and drives measurable pipeline and revenue impact. You lead experience-led growth by defining differentiated offerings, crafting executive-level narratives/POVs, and enabling sellers with high-impact pre-sales content that wins in the market. This role requires presence, perspective, and precision. You operate comfortably with senior stakeholders, command the room in client and internal forums, and translate complex market dynamics and human-centered insights into clear points of view, scalable solution frameworks, and compelling stories that accelerate buying decisions. You are both a strategic driver and a thought leader, setting direction while mentoring others to raise the bar across the CX practice. This role sits at the intersection of strategy, experience, business outcomes, and storytelling, with a mandate to influence how Kyndryl shows up in the CX market.

Responsibilities

Own and shape high-impact, executive-ready pre-sales assets including value propositions, POVs, pitch narratives, solution frameworks, and storytelling systems that clearly articulate customer outcomes and business impact.
Enable sellers and pursuit teams by providing strategic clarity and differentiated CX positioning that accelerates deal velocity and win rates.
Define and lead integrated experience strategies that align business objectives, technology capabilities, and user needs.
Champion experience-led transformation as a growth driver, helping clients and internal teams understand and invest in CX as a strategic advantage.
Connect experience strategy directly to business strategy, revenue growth, and operational outcomes.
Bring an informed market POV—grounded in trends, competitive intelligence, and customer insight—to shape offerings and GTM direction.
Evaluate end-to-end customer and employee journeys to identify high-value opportunities for optimization, including the application of self-service, AI, automation, and empowerment models.
Prioritize initiatives based on impact, feasibility, and scalability.
Lead the creation of senior-level strategic deliverables such as experience maps, customer journeys, service blueprints, and future-state visions that guide solution development and investment decisions.
Design and lead executive workshops, co-creation sessions, and future-state innovation engagements that align stakeholders, unlock insight, and drive clear outcomes.
Mentor others in facilitation excellence and collaborative design practices.
Craft and deliver narratives that change minds, hearts, and behaviors—internally and externally.
Communicate with clarity and confidence across executive, seller, and delivery audiences.
Direct qualitative and quantitative research, concept testing, and competitive analysis to identify trends, opportunities, and risks that inform CX strategy and offering development.
Apply psychology and behavioral insight (motivations, beliefs, emotions, perceptions) to influence desirability, adoption, and cultural change across customer and employee experiences.
Act as a trusted mentor and thought partner to indirect reports and cross-functional peers, raising capability, confidence, and strategic maturity across the CX community.

Requirements

10+ years of progressive, CX strategy focused consulting role; with a blend of sales and delivery experience preferred, bringing well formed perspectives on the future of CX.
Ability to travel up to 30% as business requires.

Skills

Executive-Level Pre-Sales Leadership
Experience Strategy at the Intersection of Business, Technology, and Human Needs
Strong Business Acumen and Market Perspective
Experience Optimization & Innovation
Strategic Solution Design
Co-Creation & Facilitation Leadership
Compelling Storytelling & Influence
Research, Insight, and Strategic Analysis
Deep Understanding of Human Behavior
Leadership & Mentorship
CX concepts (e.g., VOC programs, service design, automation, AI-Driven experience transformation, CX benchmarking, etc.)
CX omni-channel tools or CCaaS technology (e.g. Qualtrics, Medallia, NICECXone, Amazon Connect, Genesys Cloud CX)

Location

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

Work Type

full-time

Experience Level

Associate Director
10+ years

Education Level

Undergraduate or graduate degree in service design, strategic design, innovation strategy, business administration, or a related field.
Advanced degree or certifications from well-known CX institute is a plus (CXPA, Forrester, IDEO, Stanford Design School, Kellogg, etc.).

Salary/Compensations

$143,640 to $273,000 (U.S.)
$172,440 to $327,600 (California - San Francisco Bay Area)
$158,040 to $300,360 (California - All Other)
$143,640 to $273,000 (Colorado)
$143,640 to $300,360 (Massachusetts)
$172,440 to $327,600 (New York City)
$158,040 to $300,360 (Washington)
$158,040 to $300,360 (Washington DC)

Benefits

Kyndryl’s discretionary annual bonus program
Comprehensive benefits package which includes medical and dental coverage
Disability
Retirement benefits
Paid leave
Paid time off
Sales commission plan (if applicable)

About the Company

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day.
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.
At Kyndryl, senior leaders are expected to shape the future, not just deliver against it.
You’ll have the opportunity to influence strategy at scale, work alongside top-tier talent across disciplines, and continuously evolve your leadership and expertise.
Whether you’re deepening your CX craft, expanding into adjacent domains, or mentoring the next generation of leaders, Kyndryl offers the platform to do meaningful, visible work with real impact.
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.

Equal Opportunity

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.
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.