Lead Experience Strategist

Kyndryl•New York, NY

About The Position

As an Experience Strategist in Kyndryl Vital, you will shape the go-to-market strategy and create high-impact pre-sales content that fuels Customer Experience (CX) pipeline growth. You will translate market needs and human-centered approaches into compelling offerings, narratives, and solution frameworks that empower sellers, differentiate Kyndryl in the market, and win deals. This role blends strategic thinking, customer empathy, and storytelling excellence to influence buying decisions and accelerate revenue. Every role at Kyndryl opens doors to continuous growth. You’ll gain hands-on experience, access learning opportunities across all major platforms, and the ability to expand or specialize your expertise. Whether you’re building new skills or deepening your craft, you’ll find unmatched opportunity here. You bring a growth mindset, a passion for solving customer experience problems, a knack for looking at familiar challenges through a unique lens, and the ability to simplify complexity into compelling narratives. You thrive in collaborative, cross-functional environments and are energized by helping teams win in the CX market. You embrace experimentation, human-centered thinking, and continuous learning. 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

Create Compelling Pre-Sales Content: Develop resuable assets, pitch materials, value propositions, compelling POVs, storytelling frameworks, and executive-ready narratives that clearly articulate customer outcomes and business impact.
Business + Tech + Experience: You can create integrated experience strategies that blend business, technology, and user needs, advocating for a customer-first approach to ensure all experiences are intuitive and meet user needs.
Business Acumen: You understand business strategy and can connect it to experience and help others understand the value of experience-led outcomes
Experience Optimization: You can evaluate and recommend ways to optimize customer and employee experiences, including moments that could be improved with self-serve, AI, automation, and empowerment across the end-to-end journey
Design and deliver solutions: Create strategic deliverables such as experience maps, user journeys, and service blueprints to articulate insights and guide solution development.
Co-Creation: You excel at aligning stakeholders through workshops and collaborative sessions. You’ve facilitated brainstorming / future-state innovation sessions and use case development that foster experimentation and POCs/prototypes.
Storytelling: You can build a compelling narrative and communicate clearly – rooted in a desire to change mind, hearts and behaviors
Conduct Research and Analysis: You can design and conduct qualitative and quantitative research, concept evaluations, and competitive analyses – identifying trends, opportunities, and potential threats to inform the future state CX vision.
Psychology: You have a deep understanding of human needs and behavior (e.g. thoughts, expectations, motivations, perceptions, beliefs, emotions, etc.) to influence desirability, adoption, and culture.
5+ years in progressive, CX strategy focused consulting role; with a blend of sales and delivery experience preferred, bringing cross-industry perspectives and outside-in thinking/best practices.
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.