Senior Lead Experience Strategist

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.

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, particularly 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.

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.

Required Skills and Experience Strategic Leadership Own and shape 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.

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