[Hiring] Associate Director, Experience Strategy @Kyndryl

Role Description

As an Associate Director, Experience Strategist in Kyndryl Vital, you are a visible CX authority who shapes go‑to‑market strategy, influences executive decision-making, and drives measurable pipeline and revenue impact. This role requires presence, perspective, and precision.

• Lead experience-led growth by defining differentiated offerings.
• Craft executive-level narratives/POVs.
• Enable sellers with high-impact pre-sales content that wins in the market.
• Operate comfortably with senior stakeholders and command the room in client and internal forums.
• Translate complex market dynamics and human-centered insights into clear points of view, scalable solution frameworks, and compelling stories.
• Set direction while mentoring others to raise the bar across the CX practice.

Qualifications

• 10+ years of progressive, CX strategy focused consulting role; with a blend of sales and delivery experience preferred.
• Specialty/expertise in CX concepts (e.g., VOC programs, service design, automation, AI-Driven experience transformation, CX benchmarking).
• 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 institutes is a plus (CXPA, Forrester, IDEO, Stanford Design School, Kellogg).
• Experience with CX omni-channel tools or CCaaS technology (e.g. Qualtrics, Medallia, NICECXone, Amazon Connect, Genesys Cloud CX) is a plus.
• Ability to travel up to 30% as business requires.

Requirements

• Own and shape high-impact, executive-ready pre-sales assets including value propositions, POVs, pitch narratives, solution frameworks, and storytelling systems.
• Enable sellers and pursuit teams by providing strategic clarity and differentiated CX positioning.
• Define and lead integrated experience strategies that align business objectives, technology capabilities, and user needs.
• Champion experience-led transformation as a growth driver.
• Connect experience strategy directly to business strategy, revenue growth, and operational outcomes.
• Evaluate end-to-end customer and employee journeys to identify high-value opportunities for optimization.
• Lead the creation of senior-level strategic deliverables such as experience maps, customer journeys, service blueprints, and future-state visions.
• Design and lead executive workshops, co-creation sessions, and future-state innovation engagements.
• Craft and deliver narratives that change minds, hearts, and behaviors.
• Direct qualitative and quantitative research, concept testing, and competitive analysis.
• Apply psychology and behavioral insight to influence desirability, adoption, and cultural change.
• Act as a trusted mentor and thought partner to indirect reports and cross-functional peers.

Benefits

• Compensation range for the position in the U.S. is $143,640 to $273,000 based on a full-time schedule.
• Eligible for Kyndryl’s discretionary annual bonus program, based on performance.
• Comprehensive benefits package including medical and dental coverage, disability, retirement benefits, paid leave, and paid time off.
• Different applicable compensation ranges for specific work locations.