AI Lab Experience Strategy Lead

Kyndryl; Marche-en-Famenne; Hybrid; EUR 120,000 - 190,000; Full time

Benefits offered by this job

Be Well program

Hybrid-friendly culture

Learning opportunities with Microsoft/

Google/Amazon certifications

Job summary

Kyndryl Luxembourg S.a.r.l. is hiring a Customer Experience Leader to shape product and service experiences by translating human insights into actionable strategies.

You will drive experience-driven problem-solving from discovery to execution, ensuring user needs are understood, prioritized, and embedded in future solutions. You will balance research, strategy, and collaboration, owning experience outcomes across consulting engagements.

Qualifications

• Experience leading customer 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.

Responsibilities

• 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.

Skills

Experience leading customer experience

Qualitative research

Synthesis of insights

Customer journey mapping

Design thinking workshops

Cross-functional collaboration

End user advocacy

Global collaboration

AI concepts familiarity

Python/React/AI frameworks

Tools

Python

React

AI frameworks

Job description

Kyndryl Luxembourg S.a.r.l. is hiring a Customer Experience Leader to shape product and service experiences by translating human insights into actionable strategies.

You will drive experience-driven problem-solving from discovery to execution, ensuring user needs are understood, prioritized, and embedded in future solutions. You will balance research, strategy, and collaboration, owning experience outcomes across consulting engagements.