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Kyndryl

Associate Director, Experience Strategy

Kyndryl

. Shape go-to-market strategy and influence executive decision-making for Kyndryl Vital’s CX market .

Posted 9/16/2026full-timeRemote • New York • United StatesSenior💰 $172,440 - $327,600 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in CX strategy development, including the creation of value propositions, experience maps, and service blueprints. Proven ability to lead executive workshops and apply behavioral insights to enhance customer experiences and drive measurable growth.

Highest-signal resume keywords
CX Strategy DevelopmentValue Proposition CreationExperience MappingQualitative and Quantitative ResearchCX Omnichannel Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
CX ConceptsService DesignAutomationAI-Driven Experience TransformationCX BenchmarkingExperience MapsCustomer JourneysService BlueprintsFuture-State VisionsConcept Testing
Soft Skills
Effective CommunicationMentoringCollaboration
Tools & Technologies
QualtricsMedalliaNICE CXoneAmazon ConnectGenesys Cloud CX
Certifications & Qualifications
Advanced Degree in Service DesignCertifications from Recognized CX Institutes
Industry Keywords
Go-To-Market StrategyExperience-Led GrowthCustomer Experience (CX)Human-Centered InsightsBehavioral Insights

Tech Stack

Tools & technologies
Cloud

About the role

Key responsibilities & impact
  • Shape go-to-market strategy and influence executive decision-making for Kyndryl Vital’s CX market
  • Drive experience-led growth and measurable pipeline and revenue impact
  • Define differentiated CX offerings and integrated experience strategies
  • Create executive-ready value propositions, POVs, pitch narratives, solution frameworks, and storytelling systems
  • Enable sellers and pursuit teams with differentiated CX positioning
  • Translate market dynamics and human-centered insights into scalable solution frameworks and compelling narratives
  • Evaluate customer and employee journeys and identify optimization opportunities using self-service, AI, automation, and empowerment models
  • Lead creation of experience maps, customer journeys, service blueprints, and future-state visions
  • Design and facilitate executive workshops, co-creation sessions, and future-state innovation engagements
  • Conduct or direct qualitative and quantitative research, concept testing, and competitive analysis
  • Apply behavioral insights to improve desirability, adoption, and cultural change
  • Mentor indirect reports and cross-functional peers and raise capability across the CX community
  • Collaborate with senior stakeholders, clients, sellers, and delivery teams

Requirements

What you’ll need
  • 10+ years of progressive experience in a CX strategy-focused consulting role
  • Blend of sales and delivery experience preferred
  • Expertise in CX concepts, including VOC programs, service design, automation, AI-driven experience transformation, and CX benchmarking
  • Undergraduate or graduate degree in service design, strategic design, innovation strategy, business administration, or a related field
  • Experience with CX omnichannel tools or CCaaS technology such as Qualtrics, Medallia, NICE CXone, Amazon Connect, or Genesys Cloud CX is a plus
  • Ability to travel up to 30% as business requires
  • Experience defining integrated strategies across business objectives, technology capabilities, and user needs
  • Experience creating value propositions, POVs, pitch narratives, solution frameworks, experience maps, customer journeys, service blueprints, and future-state visions
  • Experience leading executive workshops, co-creation sessions, and innovation engagements
  • Ability to direct qualitative and quantitative research, concept testing, and competitive analysis
  • Understanding of psychology and behavioral insights
  • Ability to communicate effectively with executives, sellers, and delivery audiences
  • Advanced degree or certifications from recognized CX institutes are a plus

Benefits

Comp & perks
  • Discretionary annual bonus program based on performance
  • Medical and dental coverage
  • Disability benefits
  • Retirement benefits
  • Paid leave
  • Paid time off
  • Employee learning programs and access to industry certifications
  • Company-wide volunteering and giving platform
  • Kyndryl Inclusion Networks
  • Flexible benefits supporting employees and families