Customer Experience Strategy Consultant

Socket.dev; Dallas, Frisco (TX, TX); On-site; USD 63,000 - 114,000; Full time

Job summary

Kyndryl is seeking a Customer Experience Consultant to shape how clients interact with products and services, translating insights into actionable strategies. You will lead discovery through execution, ensuring user needs drive future state solutions across engagements.

The role blends research, strategy, and collaboration, with ownership of experience outcomes and the ability to facilitate workshops with diverse teams. A growth mindset and inclusive approach are highly valued.

Qualifications

• Experience leading UX strategy in consulting or transformation projects.
• Hands-on qualitative research via interviews, observations, or ethnography.
• Ability to turn research into clear insights, frameworks, and recommendations.
• Experience creating customer journey and experience maps.
• Facilitate workshops using design thinking or experience-led methods.
• Collaborate with strategy, design, analytics, and technology teams.
• Advocate for end users 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.
• 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

UX strategy leadership

Qualitative research

Synthesis & insights

Journey mapping

Design thinking workshops

Cross-functional collaboration

End-user advocacy

Job description

Kyndryl is seeking a Customer Experience Consultant to shape how clients interact with products and services, translating insights into actionable strategies. You will lead discovery through execution, ensuring user needs drive future state solutions across engagements.

The role blends research, strategy, and collaboration, with ownership of experience outcomes and the ability to facilitate workshops with diverse teams. A growth mindset and inclusive approach are highly valued.