Senior Lead Experience Strategist

Kyndryl•No City (KUS51413) Florida Default WKL, FL

4d•$115,080 - $218,520•Onsite

About The Position

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. The Role: As an Senior Lead, Experience Strategist in Kyndryl Vital, you are a visible CX authority who shapes strategy, influences executive decision-making, and drives measurable impact. You lead experience-led growth by creating future-state prototypes, crafting executive-level narratives/POVs, and enabling delivery teams with insights and direction to achieve desired outcomes. You operate comfortably with senior stakeholders, command the room in client and internal forums, and translate complex market dynamics and human-centered insights into clear points of view, scalable solution frameworks, and compelling stories that accelerate buying decisions. You are both a strategic driver and a thought leader, setting direction while mentoring others to raise the bar across the team. This role requires presence, perspective, and precision. This role sits at the intersection of strategy, experience, business outcomes, and storytelling, with a mandate to influence how Kyndryl shows up at the client, particularly shaping roadmaps that include AI-enabled capabilities. You will define how AI is responsibly applied across experiences, including defining where automation is appropriate and where human judgment must remain in the loop to protect trust, quality, and outcomes. Your Future at Kyndryl: At Kyndryl, senior leaders are expected to shape the future, not just deliver against it. You’ll have the opportunity to influence strategy at scale, work alongside top-tier talent across disciplines, and continuously evolve your leadership and expertise. Whether you’re deepening your CX craft, expanding into adjacent domains, or mentoring the next generation of leaders, Kyndryl offers the platform to do meaningful, visible work with real impact.

Requirements

7-10+ years of progressive, CX strategy focused consulting role; with a blend of sales and delivery experience preferred, bringing well formed perspectives on the future of CX.
Experience integrating AI capabilities into product and customer experience strategies to improve personalization, efficiency, and customer outcomes, applying human-centered and responsible AI principles to customer experience design, including considerations related to trust, bias, transparency, and the role of humans in AI-augmented experiences.
An obvious speciality / expertise in CX concepts (e.g., service design, product strategy, automation, AI-Driven experience transformation, etc.)
Experience with facilitation tools (e.g. Miro, Mentimeter) and prototyping tools (e.g. Figma Make, Replit, Claude Code) is required
This role is local to Palm Beach Gardens area and daily on-site at client location is required.
Ability to travel up to 20% as business requires

Nice To Haves

Undergraduate or graduate degree in service design, strategic design, innovation strategy, business administration, or a related field.
Advanced degree or certifications from well-known CX institute is a plus (CXPA, Forrester, IDEO, Stanford Design School, Kellogg, etc.).
Experience in energy/utility industry is a plus.

Responsibilities

Own and shape POVs, narratives, solution frameworks, and storytelling systems that clearly articulate customer outcomes and business impact.
Enable teams by providing strategic clarity that accelerates team activies and client outcome.
Define and lead integrated experience strategies that align business objectives, technology capabilities, and user needs, designing strategies that incorporate AI-driven personalization or decisioning.
Champion experience-led transformation as a growth driver, helping clients and internal teams understand and invest in CX as a strategic advantage.
Create future-state demo / prototypes in Figma Make, Replit, or Claude Code that depict the vision for the experience.
Connect strategy directly to business goals, KPIs, and operational outcomes.
Create an informed POV - grounded in trends, competitive intelligence, and customer insight.
Bring a learning mindset and ongoing engagement with emerging technologies, including AI, and their implications for customer and employee experiences.
Evaluate end-to-end customer and employee journeys to identify high-value opportunities for optimization, including the application of self-service, AI, automation, and empowerment models.
Incorporate AI capabilities into customer experience strategies, roadmaps, or transformation initiatives, with a focus on business and customer outcomes rather than technology adoption alone.
Identify, frame, and prioritize AI-enabled CX use cases across the customer/employee journey, balancing innovation with feasibility, risk, and organizational readiness.
Lead the creation of strategic deliverables such as experience maps, customer journeys, service blueprints, and future-state visions/prototypes that guide solution development and investment decisions.
Design and lead executive workshops, co-creation sessions, and future-state innovation engagements that align stakeholders, unlock insight, and drive clear outcomes.
Craft and deliver narratives that change minds, hearts, and behaviors: internally and externally.
Communicate with clarity and confidence across executive, seller, and delivery audiences.
Direct qualitative and quantitative research, concept testing, and competitive analysis to identify trends, opportunities, and risks that inform strategy and delivery team.
Apply psychology and behavioral insight (motivations, beliefs, emotions, perceptions) to influence desirability, adoption, and cultural change across customer and employee experiences.
Act as a trusted mentor and thought partner to indirect reports and cross-functional peers that creates extraordinary outcomes and quotable client feedback/CSAT.