Associate Experience Strategist
About The Position
Kyndryl designs, builds, manages, and modernizes the mission-critical technology systems that the world depends on every day. 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
Benefits
- medical and dental coverage
- disability
- retirement benefits
- paid leave
- paid time off
- discretionary annual bonus program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
