Lead Experience Designer

Kyndryl • New York, NY

1d

About The Position

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? 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. The Role Are you an experienced Experience Designer who wants to shape the future of digital experiences and services and make a significant impact on the world’s critical systems? Then you’ll love working at Kyndryl Vital. At Kyndryl Vital, we are looking for creative, curious, empathic systems thinkers who want to tackle both experience‑ and service‑design challenges across with some of the best technical colleagues in the world. Kyndryl Vital is a global network of designers, engineers, writers, researchers, and strategists. We are bound together by a desire to help our customers make sense of complexity and co‑create intelligent and adaptive experience and service ecosystems that resonate with their users and transform their businesses. We are fortunate to work with the world’s best IT experts to ensure that we can not only imagine a great experience, but that we can build it, deliver it, optimize it, and sustain it. The Role An Experience Designer crafts immersive and engaging experiences that connect people with events and interactions across channels, systems, and operational touchpoints, focusing on how these experiences feel and unfold over time. This role involves understanding the needs and emotions of users and participants through research and testing, and collaborating with various stakeholders to bring these experiences to life in service‑level artifacts such as service blueprints, journey maps, and cross‑channel interaction flows. By considering the emotional, social, and sensory aspects of an experience, Experience Designers aim to create memorable and impactful moments that leave lasting impressions. As an Experience Designer at Kyndryl Vital, you will take ownership of design workstreams, creating detailed design documentation and prototypes based on customer needs. You will work with clients to define design requirements and deliver user‑centric design solutions, ensuring alignment with business goals. These might include mapping current‑state and future‑state services, defining end‑to‑end journeys, and visualizing interactions across systems. You will present and advocate for design decisions with stakeholders, both internal and external. Additionally, you will assist with integrating design thinking into larger project frameworks, collaborating with engineering and other teams to ensure a cohesive service and experience ecosystem. Utilizing feedback from stakeholders, you will iterate and refine both experience‑level design solutions, ensuring high quality and usability. You will proficiently use AI‑powered tools to drive research, prototyping, and design iteration, establishing best practices for visualizing and prototyping human/AI interactions within both product and service contexts and determining the optimal UI for agentic features. You’ll design and refine human/AI interaction flows, balancing automation with human control and ensuring agentic features are appropriately transparent. You’ll champion human‑in‑the‑loop and the role of AI in enabling human creativity and decision‑making. Kyndryl currently does not require employees to be fully vaccinated against COVID-19, however, if you are hired to work at a client, customer, or partner location, you may be required to show proof of vaccination to align with their respective COVID-19 vaccination policies. Those who believe they are eligible may apply for a medical or religious accommodation prior to the start of employment.

Requirements

• Human‑Centered Design: You have a deep understanding of human‑centered design methods and mindset.
• Co‑Creation: You excel at aligning stakeholders through workshops and collaborative sessions.
• Service Design: You can map and model enterprise services using service blueprints, journey frameworks, and cross‑channel interaction flows.
• Storytelling: You can communicate clearly and compellingly.
• User Research: You can design and conduct generative and evaluative user research.
• Prototyping: You can create context‑appropriate, low‑to‑high fidelity prototypes.
• Visual Communication: You have expertise in information design and service‑ecosystem visualization.
• AI and Data Ethics: You leverage AI tools while maintaining quality and ethical standards.

Nice To Haves

• 6–7 years’ experience as listed in the previous section
• Deep industry vertical experience
• Experience in both enterprise and agency worlds
• Knowledge and experience in IT infrastructure or other technical applications
• Human behavior, change management, or other applied social sciences
• AI/ML background
• Bachelor’s Degree, MFA, dMBA or equivalent portfolio

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees