Associate Experience Strategist

Kyndryl•Dallas, TX

2d•Hybrid

About The Position

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. The Role Your role As a Customer Experience Consultant, you will shape how customers experience products, services, and digital interactions by translating human insights into actionable experience strategies. You will lead experience driven problem solving from discovery through execution, ensuring customer needs are clearly understood, prioritized, and embedded into future state solutions. This role balances research, strategy, and collaboration, with clear ownership of experience outcomes across consulting engagements.

Requirements

Experience leading customer or user experience strategy within consulting or transformation engagements
Hands on experience conducting qualitative research such as interviews, observations, or ethnographic studies
Proven ability to synthesize research into clear insights, experience frameworks, and strategic recommendations
Experience creating customer journey maps, experience maps, and future state concepts
Ability to facilitate structured workshops using design thinking or experience led methods
Demonstrated collaboration with cross functional teams including strategy, design, analytics, and technology
Experience acting as an advocate for the end user throughout project delivery

Nice To Haves

Experience working on digital transformation or service design initiatives
Familiarity with experience measurement approaches and experience led KPIs
Exposure to change management or implementation planning tied to experience strategy
Experience working with enterprise or complex customer environments

Responsibilities

Lead experience strategy work across Insight, Idea, and Impact phases to uncover customer needs and opportunities
Plan and conduct ethnographic research, interviews, and qualitative studies to generate customer insights
Synthesize research findings into clear experience principles, opportunity areas, and strategic recommendations
Define future state customer journeys and experience roadmaps that guide execution
Facilitate design thinking workshops and experience mapping sessions with customers and delivery teams
Act as the subject matter expert for end user needs throughout consulting engagements
Partner with business strategy, digital strategy, analytics, design, and technology teams to align experience outcomes with delivery plans
Support the translation of experience strategy into measurable outcomes and implementation guidance