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Kyndryl · 18 hours ago

Senior Lead, Experience Strategist

United States

Full-time

Remote

Senior Level, Lead/Staff

$138K/yr - $263K/yr

10+ years exp

Kyndryl is a leading technology services company that reimagines mission-critical systems for businesses. They are seeking a Senior Lead, Experience Strategist who will shape go-to-market strategies and influence decision-making while driving measurable revenue impact through innovative customer experience strategies.

Information Technology & Services

H1B Sponsor Likely

Responsibilities

Own and shape high-impact, executive-ready pre-sales assets including value propositions, POVs, pitch narratives, solution frameworks, and storytelling systems that clearly articulate customer outcomes and business impact

Enable sellers and pursuit teams by providing strategic clarity and differentiated CX positioning that accelerates deal velocity and win rates

Define and lead integrated experience strategies that align business objectives, technology capabilities, and user needs

Champion experience-led transformation as a growth driver, helping clients and internal teams understand and invest in CX as a strategic advantage

Connect experience strategy directly to business strategy, revenue growth, and operational outcomes

Bring an informed market POV—grounded in trends, competitive intelligence, and customer insight—to shape offerings and GTM direction

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

Prioritize initiatives based on impact, feasibility, and scalability

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

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

Mentor others in facilitation excellence and collaborative design practices

Craft and deliver narratives that change minds, hearts, and behaviors—internally and externally

Communicate with clarity and confidence across executive, seller, and delivery audiences

Direct qualitative and quantitative research, concept testing, and competitive analysis to identify trends, opportunities, and risks that inform CX strategy and offering development

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

Act as a trusted mentor and thought partner to indirect reports and cross-functional peers, raising capability, confidence, and strategic maturity across the CX community

Qualification

Executive-Level Pre-Sales LeadershipExperience StrategyBusiness AcumenStrategic Solution DesignExperience OptimizationCo-Creation LeadershipCompelling StorytellingResearchInsightUnderstanding Human BehaviorLeadership & MentorshipCustomer EmpathyGrowth Mindset

Required

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

Undergraduate or graduate degree in service design, strategic design, innovation strategy, business administration, or a related field

Ability to travel up to 30% as business requires