The Role

Your role
As a Customer Experience Consultant, you will shape how customers experience products, services, and digital interactions by translating human insights into actionable experience strategies. You will lead experience driven problem solving from discovery through execution, ensuring customer needs are clearly understood, prioritized, and embedded into future state solutions. This role balances research, strategy, and collaboration, with clear ownership of experience outcomes across consulting engagements.

What you will do
• Lead experience strategy work across Insight, Idea, and Impact phases to uncover customer needs and opportunities
• Plan and conduct ethnographic research, interviews, and qualitative studies to generate customer insights
• Synthesize research findings into clear experience principles, opportunity areas, and strategic recommendations
• Define future state customer journeys and experience roadmaps that guide execution
• Facilitate design thinking workshops and experience mapping sessions with customers and delivery teams
• Act as the subject matter expert for end user needs throughout consulting engagements
• Partner with business strategy, digital strategy, analytics, design, and technology teams to align experience outcomes with delivery plans
• Support the translation of experience strategy into measurable outcomes and implementation guidance

Required skills and experience
• Experience leading customer or user experience strategy within consulting or transformation engagements
• Hands on experience conducting qualitative research such as interviews, observations, or ethnographic studies
• Proven ability to synthesize research into clear insights, experience frameworks, and strategic recommendations
• Experience creating customer journey maps, experience maps, and future state concepts
• Ability to facilitate structured workshops using design thinking or experience led methods
• Demonstrated collaboration with cross functional teams including strategy, design, analytics, and technology
• Experience acting as an advocate for the end user throughout project delivery

Preferred skills and experience
• Experience working on digital transformation or service design initiatives
• Familiarity with experience measurement approaches and experience led KPIs
• Exposure to change management or implementation planning tied to experience strategy
• Experience working with enterprise or complex customer environments

The compensation range for the position in the U.S. is -

$63,360 to $114,120 based on a full-time schedule.

Your actual compensation may vary depending on your geography, job-related skills and experience. For part time roles, the compensation will be adjusted appropriately. The pay or salary range will not be below any applicable state, city or local minimum wage requirement.

There is a different applicable compensation range for the following work locations:

California (San Francisco Bay Area):$76,080 to $137,040

California (All Other):$69,720 to $125,640

Colorado: $63,360 to $114,120

Massachusetts$63,360 to $125,640

New York City: $76,080 to $137,040

Washington: $69,720 to $125,640

Washington DC:$69,720 to $125,640

This position will be eligible for Kyndryl's discretionary annual bonus program, based on performance and subject to the terms of Kyndryl's applicable plans. You may also receive a comprehensive benefits package which includes medical and dental coverage, disability, retirement benefits, paid leave, and paid time off. Note: If this is a sales commission eligible role, you will be eligible to participate in a sales commission plan in lieu of the annual discretionary bonus program.
Applications will be accepted on a rolling basis.

Get Referred!
If you know someone that works at Kyndryl, when asked 'How Did You Hear About Us' during the application process, select 'Employee Referral' and enter your contact's Kyndryl email address.