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About the Role

Lead customer innovation engagements end to end, from challenge framing and executive workshops through prototype direction, evidence, and decision. Serve as the customer's strategic contact and trusted advisor to their senior leadership, bridging business problems, research insight, and tangible concepts.

Responsibilities

Shape the brief, engagement arc, and success measures with the customer and account team.
Connect immersion, co-design, workshops, build, test, and post-Lab follow-through.
Lead CIOs, CTOs, COOs, and their leadership teams through ambiguity, constructive challenge, and decisions.
Translate business priorities, user needs, and operational realities into a precise opportunity, value hypothesis, and actionable design challenge.
Define human-AI system roles: what people, agents, and systems know, decide, and do, including handoffs, exceptions, control, and accountability.
Set prototype fidelity, medium, and AI approach; direct creative technologists, designers, researchers, and engineers through build cycles.
Define evidence before the test using research, realistic scenarios, synthetic personas, and system evaluation.
Connect challenge, evidence, and recommendation to an owned next step (sprint, pilot, transformation initiative, or stop).
Turn validated work into reusable methods, patterns, components, prompts, agent states, policies, evaluation sets, and reference builds.
Build complementary strengths across design, consulting, AI, and business strategy.
Set the quality bar and coach teams.
Keep capacity for moonshots in human-AI collaboration, embodied AI, and adaptive interfaces.
Own the engagement's intellectual and experiential quality, the senior customer relationship, and the path from Lab activity to durable business value.
Own engagement architecture and outcomes: customer journey, design direction, prioritization, prototype intent, validation plan, executive decision moments, and post-Lab path.

Requirements

Bachelor's degree in design, HCI, business, engineering, computer science, architecture, or a related field, or equivalent practical experience.
10+ years in design, innovation, or consulting.
3+ years leading multidisciplinary teams.
3+ years owning senior customer or executive relationships.
Portfolio with case studies of engagements led end to end, including challenge framing, prototyping, testing, and outcomes.
Business-level fluency in English.
Executive presence and facilitation skills to lead senior customers through ambiguity, co-design, challenge, and decisions.
Business acumen and consulting judgment to read enterprise priorities, frame opportunity, connect value, feasibility, and action.
Human-centered design leadership experience from research and framing through validation and outcome.
End-to-end engagement leadership experience shaping and running complex customer workshops, Lab engagements, or consulting programs.
AI opportunity fluency to spot possibilities, challenge assumptions, and direct credible prototypes.
Experience aligning designers, creative technologists, researchers, engineers, industry experts, and commercial teams.
Curiosity to keep learning without a fixed playbook.
Advanced degree (Master's or MBA) in design, HCI, innovation, business, or a related field (preferred).
Experience in a design consultancy, innovation lab, product studio, or creative agency (preferred).
Global and cross-industry exposure, including senior stakeholders across various sectors and geographies (preferred).
Familiarity with Figma, FigJam, or Miro; workshop and design-sprint facilitation methods; generative AI tools (preferred).
Familiarity with digital, spatial, or physical prototyping and enterprise considerations for responsible AI adoption (preferred).
Experience shaping proposals, pitches, and thought leadership (preferred).
Willingness to travel to customer sites and Lab locations as engagements require.

Skills

AI fluency
Agentic systems
Design leadership
Consulting
Customer engagement
Executive facilitation
Business acumen
Human-centered design
Engagement leadership
AI opportunity spotting
Multidisciplinary direction
Figma
FigJam
Miro
Workshop facilitation
Design-sprint facilitation
Generative AI tools
Prototyping
Responsible AI adoption
Business development

Location

Remote
Hybrid

Work Type

Full-time
Hybrid

Experience Level

Associate Director
10+ years experience
3+ years leadership experience

Education Level

Bachelor's degree
Master's degree or MBA (preferred)

Benefits

Flexible, supportive environment
Well-being is prioritized
Be Well programs (financial, mental, physical, social health)
Career path charting tools
Personalized development goals
Continuous feedback
Cutting-edge learning opportunities
Certifications (Microsoft, Google, Amazon)
Coaching
Hands-on experiences

About the Company

Kyndryl runs and reimagines mission-critical technology systems that drive advantage for leading businesses.
Kyndryl is at the heart of progress, enabling smarter decisions, faster innovation, and a lasting competitive edge through proven expertise and AI-powered insight.
Kyndryl offers a purposeful work environment that powers human progress.
Kyndryl fosters a flexible, supportive environment where well-being is prioritized and potential can thrive.
Kyndryl's culture is built on kinship, strong bonds, and a focus on ensuring all employees feel included.
Kyndryl welcomes people of all cultures, backgrounds, and experiences.
Kyndryl believes in growth and encourages applications even if not all requirements are met.
Kyndryl's culture of empathy and shared success is fueled by a sense of belonging.
Kyndryl offers a dynamic, hybrid-friendly culture that supports well-being and empowers growth.
Kyndryl provides impactful work that powers customer systems.
Kyndryl champions employee journeys with tools, development goals, continuous feedback, and learning opportunities.
Kyndryl values empathy, restless learning, and devotion to shared success.

Equal Opportunity

Kyndryl welcomes people of all cultures, backgrounds, and experiences.
Even if you don’t meet every requirement, we encourage you to apply.
Kyndryl is dedicated to welcoming everyone into our company.
Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success.