Senior Experience Strategist

Kyndryl•New York, NY

2d•$115,080 - $262,320•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 Senior 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.

Requirements

7+ 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.
Exposure to AI-enabled tools or solutions (e.g., generative AI tools, analytics platforms, or automation technologies) and their application in experience design is a plus.
Ability to travel up to 30% as business requires.

Responsibilities

Create Compelling Pre Sales Content: Develop reusable assets, pitch materials, value propositions, compelling POVs, storytelling frameworks, and executive-ready narratives that clearly articulate customer outcomes and business impact.
Business + Tech + Experience: 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, including applying AI-driven capabilities such as personalization or automation within defined solutions.
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, including leveraging AI, automation, and self-service capabilities to improve usability and efficiency.
AI Use Case Contribution: Contribute to identifying and shaping AI-enabled experience opportunities within projects, supporting senior team members in evaluating feasibility and value.
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: Align stakeholders through workshops and collaborative sessions. Facilitate 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: Have a deep understanding of human needs and behavior (e.g. thoughts, expectations, motivations, perceptions, beliefs, emotions, etc.) to influence desirability, adoption, and culture.
AI and Data Ethics: Leverage AI tools while maintaining quality and ethical standards, understanding key considerations such as bias, transparency, and user trust in AI-enabled experiences.