Experience Strategy Lead: AI-Driven CX & Growth

Kyndryl; United States; On-site; USD 115,000 - 219,000; Full time

Job summary

Kyndryl seeks a Senior Lead, Experience Strategist to shape CX strategy and drive impact across client programs. You will guide experience-led growth, create future-state narratives, and enable delivery teams with insights to accelerate decisions.

You will work with senior stakeholders and mentor teammates to raise the bar across the team. You’ll shape roadmaps that include AI-enabled capabilities, balancing automation with responsible human judgment to protect trust, quality, and outcomes on

Qualifications

• 7–10+ years of progressive CX strategy focused consulting role; with a blend of sales and delivery experience preferred.
• Experience integrating AI capabilities into product and customer experience strategies to improve personalization and outcomes.
• Expertise in CX concepts (service design, automation, AI-driven experience transformation).
• Undergraduate or graduate degree in service design, strategic design, innovation strategy, business administration, or related field.

Responsibilities

• Own and shape POVs, narratives, solution frameworks, and storytelling systems that articulate customer outcomes.
• Define and lead integrated experience strategies aligning business objectives, technology capabilities, and user needs.
• Create future-state demos/prototypes using tools like Figma Make, Replit, or Claude Code.
• Lead executive workshops and co-creation sessions to align stakeholders and drive outcomes.
• Lead deliverables like experience maps, customer journeys, and service blueprints.
• Mentor indirect reports and cross-functional peers to deliver extraordinary outcomes.

Skills

Strategic Leadership

Experience Strategy

Business Acumen

Experience Optimization

Strategic Solution Design

Co-Creation & Facilitation

Storytelling & Influence

Research & Analysis

Human Behavior

Leadership & Mentorship

Education

Bachelor’s or Master’s in related field

Tools

Figma

Make

Replit

Claude Code

Miro

Mentimeter

Job description

Kyndryl seeks a Senior Lead, Experience Strategist to shape CX strategy and drive impact across client programs. You will guide experience-led growth, create future-state narratives, and enable delivery teams with insights to accelerate decisions.

You will work with senior stakeholders and mentor teammates to raise the bar across the team. You’ll shape roadmaps that include AI-enabled capabilities, balancing automation with responsible human judgment to protect trust, quality, and outcomes on