Associate Director, Experience Strategy

🔥 12 hours ago

🗽 New York – Remote

🗽 New York – Remote

💵 $172.4k - $327.6k / 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 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

• 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

• 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