Lead Experience Strategist

Kyndryl•New York, NY

4d•$88,680 - $202,200•Hybrid

About The Position

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. 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. You will be responsible for creating compelling pre-sales content, including reusable assets, pitch materials, value propositions, compelling POVs, storytelling frameworks, and executive-ready narratives that clearly articulate customer outcomes and business impact. You will also 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. Additionally, you will create strategic deliverables such as experience maps, user journeys, and service blueprints to articulate insights and guide solution development.

Requirements

Business Acumen: Understand business strategy and can connect it to experience and help others understand the value of experience-led outcomes.
Experience Optimization: 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: Excel at aligning stakeholders through workshops and collaborative sessions. Have facilitated brainstorming / future-state innovation sessions and use case development that foster experimentation and POCs/prototypes.
Storytelling: Build a compelling narrative and communicate clearly – rooted in a desire to change mind, hearts and behaviors.
Conduct Research and Analysis: 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: 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.

Nice To Haves

Growth mindset
Passion for solving customer experience problems
Knack for looking at familiar challenges through a unique lens
Ability to simplify complexity into compelling narratives
Thrive in collaborative, cross-functional environments and are energized by helping teams win in the CX market.
Embrace experimentation, human-centered thinking, and continuous learning.

Responsibilities

Create reusable assets, pitch materials, value propositions, compelling POVs, storytelling frameworks, and executive-ready narratives that clearly articulate customer outcomes and business impact.
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.
Create strategic deliverables such as experience maps, user journeys, and service blueprints to articulate insights and guide solution development.
Shape the go-to-market strategy and create high-impact pre-sales content that fuels Customer Experience (CX) pipeline growth.
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.
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.
Align stakeholders through workshops and collaborative sessions.
Facilitate brainstorming / future-state innovation sessions and use case development that foster experimentation and POCs/prototypes.