Associate Director, Experience Strategy, Vital US

Kyndryl•New York, NY

4d•Hybrid

About The Position

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. 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.

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.
An obvious speciality / expertise in CX concepts (e.g., VOC programs, service design, automation, AI-Driven experience transformation, CX benchmarking, etc.)
Undergraduate or graduate degree in service design, strategic design, innovation strategy, business administration, or a related field.
Ability to travel up to 30% as business requires

Nice To Haves

Advanced degree or certifications from well-known CX institute is a plus (CXPA, Forrester, IDEO, Stanford Design School, Kellogg, etc.).
Experience with CX omni-channel tools or CCaaS technology (e.g. Qualtrics, Medallia, NICECXone, Amazon Connect, Genesys Cloud CX) is a plus

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.