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.

Who You Are

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.

Who You Are

Required Skills and Experience

•    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, including applying AI-driven capabilities such as personalization or automation within defined solutions.
•    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, including leveraging AI, automation, and self-service capabilities to improve usability and efficiency.
•    AI Use Case Contribution: You 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: 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. 
•    AI and Data Ethics: You leverage AI tools while maintaining quality and ethical standards, understanding key considerations such as bias, transparency, and user trust in AI-enabled experiences.

What you’ll need:
•    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

The compensation range for the position in the U.S. is -
$115,080to$218,520 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):$138,120to$262,320 

California (All Other):$126,600to$240,480 

Colorado:$115,080to$218,520 

Massachusetts$115,080to$240,480 

New York City:$138,120to$262,320 

Washington:$126,600to$240,480 

Washington DC:$126,600to$240,480 

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.