Associate Director, Experience Strategy

This is a fully remote position, open to applicants in New York.

📋 Description

• Develop the go-to-market strategy and impact executive decision-making for Kyndryl Vital’s CX market.

• Propel experience-led growth and achieve measurable pipeline and revenue outcomes.

• Establish unique CX offerings and integrated experience strategies.

• Craft executive-ready value propositions, points of view (POVs), pitch narratives, solution frameworks, and storytelling systems.

• Equip sellers and pursuit teams with distinct CX positioning.

• Interpret market dynamics and human-centered insights to create scalable solution frameworks and engaging narratives.

• Assess customer and employee journeys to discover optimization opportunities utilizing self-service, AI, automation, and empowerment models.

• Oversee the development of experience maps, customer journeys, service blueprints, and future-state visions.

• Design and lead executive workshops, co-creation sessions, and future-state innovation initiatives.

• Conduct or oversee qualitative and quantitative research, concept testing, and competitive analysis.

• Utilize behavioral insights to enhance desirability, adoption, and cultural transformation.

• Mentor indirect reports and cross-functional colleagues while elevating capabilities across the CX community.

• Collaborate with senior stakeholders, clients, sellers, and delivery teams.

⛳️ Requirements

• Over 10 years of progressive experience in a CX strategy-centric consulting role.

• A combination of sales and delivery experience is preferred.

• Proficient in CX concepts, including Voice of Customer (VOC) programs, service design, automation, AI-driven experience transformation, and CX benchmarking.

• An undergraduate or graduate degree in service design, strategic design, innovation strategy, business administration, or a related discipline.

• Familiarity with CX omnichannel tools or CCaaS technologies such as Qualtrics, Medallia, NICE CXone, Amazon Connect, or Genesys Cloud CX is advantageous.

• Willingness to travel up to 30% as business needs dictate.

• Experience in defining integrated strategies that align business objectives, technological capabilities, and user requirements.

• Proven track record in creating value propositions, POVs, pitch narratives, solution frameworks, experience maps, customer journeys, service blueprints, and future-state visions.

• Demonstrated experience in leading executive workshops, co-creation sessions, and innovation initiatives.

• Capability to direct qualitative and quantitative research, concept testing, and competitive assessments.

• A solid understanding of psychology and behavioral insights.

• Strong communication skills to effectively engage with executives, sellers, and delivery audiences.

• An advanced degree or certifications from recognized CX institutes are advantageous.

🏝️ 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 their families.