Associate Director, Experience Strategist

🔥 12 hours ago

🤠 Texas, Virginia, +1 more states – Remote

🤠 Texas – Remote ⚔️ Virginia – Remote ☕ Washington – Remote

💵 $143.6k - $273k / year

⏰ Full Time

🟠 Senior

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Kyndryl

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2021

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

Kyndryl is a leading IT infrastructure services provider, serving thousands of enterprise customers worldwide. The company specializes in designing, building, managing, and modernizing complex, mission-critical information systems. Kyndryl offers a range of services including IT consulting, cloud services, cybersecurity, data and AI solutions, and digital workplace transformation. With a strong focus on innovation, partnerships, and co-creation, Kyndryl helps businesses tackle IT complexity and drive operational excellence. The company operates across various industries such as automotive, healthcare, banking, and more, providing expertise and solutions to address industry-specific challenges. Kyndryl's global network and strategic alliances empower enterprises to adapt to the evolving technology landscape, ensuring their essential systems are reliable and efficient.

📋 Description

• Shape go-to-market strategy and influence executive decision-making • Drive experience-led growth and measurable pipeline and revenue impact • Define differentiated offerings and craft executive-level narratives and points of view • Create pre-sales assets including value propositions, pitch narratives, solution frameworks, and storytelling systems • Enable sellers and pursuit teams with differentiated CX positioning • Define integrated experience strategies aligning business objectives, technology capabilities, and user needs • Champion experience-led transformation as a growth driver • Connect experience strategy to business strategy, revenue growth, and operational outcomes • Use market trends, competitive intelligence, and customer insight to shape offerings and go-to-market direction • Evaluate customer and employee journeys and identify optimization opportunities involving self-service, AI, automation, and empowerment models • Lead strategic deliverables such as experience maps, customer journeys, service blueprints, and future-state visions • Design and lead executive workshops, co-creation sessions, and innovation engagements • Craft and deliver narratives for executive, seller, and delivery audiences • Direct qualitative and quantitative research, concept testing, and competitive analysis • Apply psychology and behavioral insight to influence desirability, adoption, and cultural change • Mentor indirect reports and cross-functional peers across the CX community

🎯 Requirements

• 10+ years of progressive, CX strategy-focused consulting experience • 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

🏖️ Benefits

• Discretionary annual bonus program based on performance • Medical and dental coverage • Disability benefits • Retirement benefits • Paid leave • Paid time off • Employee learning programs • Access to certifications, including Microsoft, Google, Amazon, Skillsoft, and many more • Company-wide volunteering and giving platform • Opportunity to donate, start fundraisers, volunteer, and search over 2 million non-profit organizations • Diversity and inclusion support through Kyndryl Inclusion Networks

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