Remote Customer Experience Strategy Consultant

Kyndryl Inc.; Bogotá; Híbrido; COP 60.000.000 - 120.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Descripción de la vacante

Kyndryl is seeking a Customer Experience Consultant to shape how customers experience products, services and digital interactions. You will translate human insights into actionable experience strategies, balancing research, strategy and collaboration across engagements.

You’ll lead ethnographic research, synthesize findings into clear insights and journey maps, and define future state experiences with cross‑functional teams, driving measurable outcomes and end‑user advocacy.

Formación

• 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.

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

Insight synthesis

Journey mapping

Facilitation

Cross-functional collaboration

End-user advocacy

Descripción del empleo

Kyndryl is seeking a Customer Experience Consultant to shape how customers experience products, services and digital interactions. You will translate human insights into actionable experience strategies, balancing research, strategy and collaboration across engagements.

You’ll lead ethnographic research, synthesize findings into clear insights and journey maps, and define future state experiences with cross‑functional teams, driving measurable outcomes and end‑user advocacy.