Associate Director, Experience Strategy, Vital US

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

As an Senior Lead, Experience Strategist in Kyndryl Vital, you are a visible CX authority who shapes strategy, influences executive decision-making, and drives measurable impact. You lead experience-led growth by creating future-state prototypes, crafting executive-level narratives/POVs, and enabling delivery teams with insights and direction to achieve desired outcomes.

You operate comfortably with senior stakeholders, command the room in client and internal forums, and translate complex market dynamics and human-centered insights into clear points of view, scalable solution frameworks, and compelling stories that accelerate buying decisions. You are both a strategic driver and a thought leader, setting direction while mentoring others to raise the bar across the team. This role requires presence, perspective, and precision.

This role sits at the intersection of strategy, experience, business outcomes, and storytelling, with a mandate to influence how Kyndryl shows up at the client, particulary shaping roadmaps that include AI-enabled capabilities. You will define how AI is responsibly applied across experiences, including defining where automation is appropriate and where human judgment must remain in the loop to protect trust, quality, and outcomes.

Your Future at Kyndryl

At Kyndryl, senior leaders are expected to shape the future, not just deliver against it. You’ll have the opportunity to influence strategy at scale, work alongside top-tier talent across disciplines, and continuously evolve your leadership and expertise. Whether you’re deepening your CX craft, expanding into adjacent domains, or mentoring the next generation of leaders, Kyndryl offers the platform to do meaningful, visible work with real impact.

Who You Are

You are a confident, outcomes-driven experience leader with a strong point of view and the ability to bring others with you. You combine strategic rigor with deep customer empathy and are known for simplifying complexity into narratives that move executives to action.

You thrive in ambiguity, lead through influence, and elevate those around you. You bring a growth mindset, embrace experimentation, and are energized by shaping thinking (both internally and with clients) to win in the CX market and lead perspectives on the use of AI in customer experience.

Kyndryl 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

Required Skills and Experience

Executive-Level Leadership

• Own and shape high-impact, executive-ready POVs, narratives, solution frameworks, and storytelling systems that clearly articulate customer outcomes and business impact.
• Enable teams by providing strategic clarity that accelerates team activies and client outcome.

Experience Strategy at the Intersection of Business, Technology, and Human Needs

• Define and lead integrated experience strategies that align business objectives, technology capabilities, and user needs, designing strategies that incorporate AI-driven personalization or decisioning.
• Champion experience-led transformation as a growth driver, helping clients and internal teams understand and invest in CX as a strategic advantage.
• Create future-state demo / prototypes in Figma Make, Replit, or Claude Code that depict the vision for the experience

Strong Business Acumen and Perspective

• Connect strategy directly to business goals, KPIs, and operational outcomes.
• Create an informed POV - grounded in trends, competitive intelligence, and customer insight.
• Bring a learning mindset and ongoing engagement with emerging technologies, including AI, and their implications for customer and employee experiences.

Experience Optimization & Innovation

• Evaluate end-to-end customer and employee journeys to identify high-value opportunities for optimization, including the application of self-service, AI, automation, and empowerment models.
• Incorporate AI capabilities into customer experience strategies, roadmaps, or transformation initiatives, with a focus on business and customer outcomes rather than technology adoption alone.
• Identify, frame, and prioritize AI-enabled CX use cases across the customer/employee journey, balancing innovation with feasibility, risk, and organizational readiness.

Strategic Solution Design

• Lead the creation of senior-level strategic deliverables such as experience maps, customer journeys, service blueprints, and future-state visions/prototypes that guide solution development and investment decisions.

Co-Creation & Facilitation Leadership

• Design and lead executive workshops, co-creation sessions, and future-state innovation engagements that align stakeholders, unlock insight, and drive clear outcomes.

Compelling Storytelling & Influence

• Craft and deliver narratives that change minds, hearts, and behaviors: internally and externally.
• Communicate with clarity and confidence across executive, seller, and delivery audiences.

Research, Insight, and Strategic Analysis

• Direct qualitative and quantitative research, concept testing, and competitive analysis to identify trends, opportunities, and risks that inform strategy and delivery team.

Deep Understanding of Human Behavior

• Apply psychology and behavioral insight (motivations, beliefs, emotions, perceptions) to influence desirability, adoption, and cultural change across customer and employee experiences.

Leadership & Mentorship

• Act as a trusted mentor and thought partner to indirect reports and cross-functional peers that creates extraordinary outcomes and quotable client feedback/CSAT.

What you’ll need:

• 10+ years of progressive, CX strategy focused consulting role; with a blend of sales and delivery experience preferred, bringing well formed perspectives on the future of CX.
• Experience integrating AI capabilities into customer experience strategies to improve personalization, efficiency, and customer outcomes, applying human-centered and responsible AI principles to customer experience design, including considerations related to trust, bias, transparency, and the role of humans in AI-augmented experiences.
• An obvious speciality / expertise in CX concepts (e.g., service design, automation, AI-Driven experience transformation, etc.)
• Undergraduate or graduate degree in service design, strategic design, innovation strategy, business administration, or a related field.
  • Advanced degree or certifications from well-known CX institute is a plus (CXPA, Forrester, IDEO, Stanford Design School, Kellogg, etc.).
• Experience with facilitation tools (e.g. Miro, Mentimete) and prototyping tools (e.g. Figma Make, Replit, Claude Code) is required
• Experience in energy/utility industry is a plus.
• This role is local to Palm Beach Gardens area and daily on-site at client location is required.
• Ability to travel up to 20% as business requires

The compensation range for the position in the U.S. is - $143,640 to $273,000 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):$172,440 to $327,600 

California (All Other):$158,040 to $300,360 

Colorado: $143,64 to $273,000 

Massachusetts $143,640 to $300,360 

New York City: $172,440 to $327,600 

Washington: $158,040 to $300,360 

Washington DC:$158,040 to $300,360 

This 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.

Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Being You

Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

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