Associate Experience Strategist

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

Your role
As a Customer Experience Consultant, you will shape how customers experience products, services, and digital interactions 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, prioritized, and embedded into future state solutions. This role balances research, strategy, and collaboration, with clear ownership of experience outcomes across consulting engagements.

What you will do
● 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

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

Why Kyndryl:

We’re a purpose-driven company committed to innovation and empowering our people. Here, your work contributes to meaningful outcomes for clients and communities.

Your Future at Kyndryl

Every position at Kyndryl offers a way forward to grow your career. We have opportunities that you won’t find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here.

You’re good at what you do and possess the required experience to provide it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in your work. And finally, you’re open and borderless – naturally inclusive in how you work with others.

Kyndryl is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Kyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Required skills and experience

● 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

Preferred skills and experience

● Experience working on digital transformation or service design initiatives
● Familiarity with experience measurement approaches and experience led KPIs
● Exposure to change management or implementation planning tied to experience strategy
● Experience working with enterprise or complex customer environments

The compensation range for the position in the U.S. is -

$63,360 to $114,120 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):$76,080 to $137,040

California (All Other):$69,720 to $125,640

Colorado: $63,360 to $114,120

Massachusetts$63,360 to $125,640

New York City: $76,080 to $137,040

Washington: $69,720 to $125,640

Washington DC:$69,720 to $125,640

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.

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.

Get Referred!
If you know someone that works at Kyndryl, when asked ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contact's Kyndryl email address.