Experience Strategy Consultant

1000 Kyndryl, Inc.; Dallas (TX); On-site; USD 66,000 - 88,000; Full time

Benefits offered by this job

Medical and dental coverage

Retirement benefits

Paid leave

Paid time off

Job summary

Kyndryl is seeking a Customer Experience Consultant to shape how customers interact with products, services and digital touchpoints 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 and embedded into future state solutions.

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

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
• 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

Customer experience strategy

Qualitative research

Synthesis into insights

Journey mapping

Workshop facilitation

Cross-functional collaboration

Advocate for end user

Job description

Kyndryl is seeking a Customer Experience Consultant to shape how customers interact with products, services and digital touchpoints 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 and embedded into future state solutions.

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