Associate Experience Strategist

Kyndryl Inc.; Dallas, Northern (TX, KY); Hybrid; USD 63,000 - 114,000; Full time

Benefits offered by this job

Discretionary bonus

Medical coverage

Dental coverage

Retirement benefits

Paid leave

Job summary

Kyndryl is seeking an Associate Experience Strategist to shape customer experiences across products, services, and digital interactions. You will translate human insights into actionable experience strategies and own outcomes through discovery to execution.

The role blends research, strategy, and collaboration with cross-functional teams to deliver measurable improvements. You will lead ethnographic studies, define future journeys, and facilitate design thinking workshops, partnering with

Qualifications

• 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.

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.
• Partner with business strategy, digital strategy, analytics, design, and technology teams to align experience outcomes with delivery plans.

Job description

## Associate Experience StrategistApply: In Person: USDALFRI - Dallas Frisco AI HUB (FRI): Full time: Posted Yesterday: R-69092**Who We Are**At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.**The Role****Your role** As a Customer Experience Consultant, you will shape how customers experience products, services, and digital interactions by translating human insights into actionable experience strategies. You will lead experience driven problem solving from discovery through execution, ensuring customer needs are clearly understood, prioritized, and embedded into future state solutions. This role balances research, strategy, and collaboration, with clear ownership of experience outcomes across consulting engagements. **What you will do** ● 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 guidanceKyndryl currently does not require employees to be fully vaccinated against COVID-19, however, if you are hired to work at a client, customer, or partner location, you may be required to show proof of vaccination to align with their respective COVID-19 vaccination policies. Those who believe they are eligible may apply for a medical or religious accommodation prior to the start of employment.**Who You Are****Why Kyndryl:**We’re a purpose-driven company committed to innovation and empowering our people. Here, your work contributes to meaningful outcomes for clients and communities. **Your Future at Kyndryl**Every position at Kyndryl offers a way forward to grow your career. We have opportunities that you won’t find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here. You’re good at what you do and possess the required experience to provide it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in your work. And finally, you’re open and borderless – naturally inclusive in how you work with others. Kyndryl is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Kyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status. **Required skills and experience** ● 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 **Preferred skills and experience** ● Experience working on digital transformation or service design initiatives ● Familiarity with experience measurement approaches and experience led KPIs ● Exposure to change management or implementation planning tied to experience strategy ● Experience working with enterprise or complex customer environmentsThe compensation range for the position in the U.S. is - $63,360 to $114,120 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):$76,080 to $137,040California (All Other):$69,720 to $125,640Colorado: $63,360 to $114,120Massachusetts$63,360 to $125,640New York City: $76,080 to $137,040Washington: $69,720 to $125,640Washington DC:$69,720 to $125,640This 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.