Associate Director, Experience Strategy, Vital US

About this role

Who We Are 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.

The Role As an Associate Director, Experience Strategist in Kyndryl Vital, you are a visible CX authority who shapes go‑to‑market strategy, influences executive decision-making, and drives measurable pipeline and revenue impact. You lead experience-led growth by defining differentiated offerings, crafting executive-level narratives/POVs, and enabling sellers with high-impact pre-sales content that wins in the market. This role requires presence, perspective, and precision. 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 CX practice. This role sits at the intersection of strategy, experience, business outcomes, and storytelling, with a mandate to influence how Kyndryl shows up in the CX market 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.

Who You Are 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.

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.

Who You Are Required Skills and Experience

Executive-Level Pre-Sales Leadership • 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.

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

Strong Business Acumen and Market Perspective • 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.

Experience Optimization & Innovation • 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.

Strategic Solution Design • 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.

Co-Creation & Facilitation Leadership • 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.

Compelling Storytelling & Influence • Craft and deliver narratives that change minds, hearts, and behaviors—internally and externally. • Communicate with clarity and confidence across executive, seller, and delivery audiences.

Research, Insight, and Strategic Analysis • Direct qualitative and quantitative research, concept testing, and competitive analysis to identify trends, opportunities, and risks that inform CX strategy and offering development.

Deep Understanding of Human Behavior • Apply psychology and behavioral insight (motivations, beliefs, emotions, perceptions) to influence desirability, adoption, and cultural change across customer and employee experiences.

Leadership & Mentorship • 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.

What you’ll need: • 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. • An obvious speciality / expertise in CX concepts (e.g., VOC programs, service design, automation, AI-Driven experience transformation, CX benchmarking, etc.) • Undergraduate or graduate degree in service design, strategi

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