Experience Strategy Specialist

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

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