Director, Service Design

Who We Are

At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses.  We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive.

The Role

As a Service Designer, you will be responsible for shaping end-to-end service experiences that align customer needs with business goals and operational realities. The role focuses on understanding how people, processes, technology, and policies come together to deliver services, then designing improvements that are practical, scalable, and measurable. Success in this role is demonstrated through clearly defined service blueprints, improved customer journeys, and solutions that can be implemented and sustained by delivery teams.

What you will do
•Map current state and future state services using tools such as service blueprints, journey maps, and ecosystem diagrams
•Lead discovery activities and workshops to understand customer needs, operational constraints, and service performance gaps
•Translate research insights into clear service concepts, principles, and design recommendations
•Co-create solutions with cross functional teams including design, technology, delivery, and operations
•Define service requirements that connect experience design with process, policy, and technology changes
•Test and refine service concepts through pilots, prototypes, and feedback loops
•Support handoff to operational teams by providing clear documentation, success measures, and implementation guidance
•Measure service outcomes and identify opportunities for continuous improvement

Who You Are

•Experience in service design, experience design, or a closely related discipline
•Proven experience creating service blueprints, journey maps, and system level design artifacts
•Experience conducting and synthesizing qualitative research to inform service decisions
•Experience working with large customer groups and event hosting

•Experience with hospitality, facilities and corporate real estate services
•Experience working with cross functional teams across design, technology, and operations
•Practical experience supporting implementation of new systems and processes in distributed environments with multiple senior executive stakeholders
•Strong ability to document decisions, assumptions, and outcomes in a structured way

Preferred skills and experience;
•Experience designing services in large, complex, or enterprise environments
•Familiarity with IT enabled or technology supported services
•Experience working alongside UX, research, and business strategy roles
•Background in human centered design or systems thinking methodologies
•Formal education or certification in service design, design strategy, or

related fields

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 (EOE) Statement

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

The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don’t meet every requirement, we encourage you to apply. We believe in growth, and we’re excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging — being a valued, respected, trusted member of the team — is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That’s The Kyndryl Way.

What You Can Expect

Your career with us isn’t just a job—it’s an adventure with purpose.  We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health—because we know that when you feel your best, you do your best.

From your very first day, you’ll dive into impactful work that powers the systems our customers rely on every day. You won’t just contribute—you’ll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth.

We’re here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you’ll have everything you need to thrive and evolve. You’ll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, you’ll be part of a culture that values empathy, restless learning, and a devotion to shared success.

We want you to thrive here—and we’re committed to helping you do just that. Ready to make an impact? Join us and help shape what’s next.

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.