Experience Strategy Consultant

1160 Kyndryl Colombia SAS; Bogotá ciudad; Híbrido; COP 90.000.000 - 120.000.000; Jornada completa

Descripción de la vacante

Kyndryl Colombia SAS is seeking a Customer Experience Consultant to shape how customers interact with products, services, and digital touchpoints. You will lead experience-driven problem solving from discovery through execution, ensuring customer needs are understood and embedded into future state solutions.

The role balances research, strategy, and collaboration, with ownership of experience outcomes across consulting engagements.

Formación

• Experience leading customer or user experience strategy within consulting or transformation engagements.
• Hands-on experience conducting qualitative research such as interviews or ethnographic studies.
• Ability to synthesize research into 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.

Responsabilidades

• 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

Conocimientos

UX strategy

Qualitative research

Ethnography

Journey mapping

Workshop facilitation

Cross-functional collab

End-user advocacy

Descripción del empleo

Kyndryl Colombia SAS is seeking a Customer Experience Consultant to shape how customers interact with products, services, and digital touchpoints. You will lead experience-driven problem solving from discovery through execution, ensuring customer needs are understood and embedded into future state solutions.

The role balances research, strategy, and collaboration, with ownership of experience outcomes across consulting engagements.