Associate Experience Strategist

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

Your roleAs an Associate Experience Strategist, you’ll help customers understand the people who use their products and services, then turn those insights into ideas for better experiences.

You’ll work alongside experienced strategists, researchers, designers, technologists and other consulting professionals to explore customer challenges and identify opportunities for improvement. You’ll contribute across the experience strategy process, from research and discovery through to defining future experiences and helping teams translate ideas into practical next steps.

Your work will combine research, analysis and collaborative problem solving. You might interview users and organize research findings, develop a customer journey or help prepare and facilitate a workshop. You’ll learn how to connect what people need with business goals and technology possibilities, while developing your ability to communicate insights and recommendations clearly to customers and teammates.

You’ll build practical consulting and experience strategy skills by contributing to real customer challenges and working across different disciplines. Along the way, you’ll gain hands-on experience in customer research, journey mapping, workshop facilitation and experience measurement while learning how ideas move from insight to implementation.

What you will do

Understand customer needs

• Support research: Help plan and conduct interviews, observations and other qualitative research to understand people’s needs, behaviors and challenges
• Find patterns: Organize and analyze research findings to identify themes, pain points and opportunities for improvement
• Build context: Develop an understanding of customer goals and the environments in which people use their products and services

Turn insights into strategies

• Map experiences: Create customer journeys, experience maps and other visual tools that make current experiences easier to understand
• Explore opportunities: Help translate research findings into experience principles, ideas and recommendations
• Imagine what’s next: Contribute to future-state journeys, experience concepts and roadmaps that show how an experience could improve

Collaborate with customers and teams

• Work together: Partner with colleagues across strategy, research, design, analytics and technology
• Support workshops: Help prepare and facilitate design thinking, co-creation and experience-mapping sessions
• Tell the story: Communicate research findings and experience recommendations through presentations, visual storytelling and project deliverables

Turn ideas into outcomes

• Connect the work: Help teams translate experience recommendations into practical actions and implementation plans
• Measure progress: Support the development of measures that help teams understand whether experience changes are creating the intended outcomes
• Learn through delivery: Build your consulting, research and facilitation skills through hands-on customer work and collaboration with experienced teammates

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

Why Kyndryl:

We’re a purpose-driven company committed to innovation and empowering our people. Here, your work contributes to meaningful outcomes for clients and communities.

Your Future at Kyndryl

Every position at Kyndryl offers a way forward to grow your career. We have opportunities that you won’t find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here.

You’re good at what you do and possess the required experience to provide it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in your work. And finally, you’re open and borderless – naturally inclusive in how you work with others.

Kyndryl is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Kyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Applicants must be legally authorized to work in the United States without restriction now, and in the future. The company will not sponsor employment visas for this role. You must also be able to work at our Frisco office 5 days per week.

Required skills and experience

• Bachelor’s degree, associate degree or equivalent practical experience completed recently or expected before the start date
• Academic, internship, co-op, volunteer or project experience in experience strategy, UX research, service design, human-centred design, psychology, anthropology, business, marketing or a related field
• Experience gathering qualitative information through interviews, observation, research projects, user studies or similar methods
• Ability to organise information, identify themes and translate findings into clear insights or recommendations
• Experience creating journey maps, experience maps, research summaries, presentations or similar project deliverables
• Experience contributing to collaborative projects with people from different disciplines or areas of expertise
• Ability to communicate research findings, ideas and recommendations clearly through written, visual or verbal formats
• Interest in building a career in experience strategy, customer experience, consulting or digital transformation

Preferred skills and experience

• Portfolio, case study or project work demonstrating research, experience strategy, UX, service design or human-centred problem solving
• Exposure to design thinking, workshop facilitation or co-creation methods

• Familiarity with research, design or collaboration tools such as Miro, Mural, Figma or similar platforms

• Exposure to digital transformation, service design or technology-focused projects

• Familiarity with approaches for measuring customer experience or evaluating whether an experience has improved

The compensation for this position is $77,000 based on a full-time schedule. The pay or salary range is not below any applicable state, city or local minimum wage requirement. 

This position will be eligible for Kyndryl’s discretionary annual bonus program, based on performance and subject to the terms of Kyndryl’s applicable plans. You may also receive a comprehensive benefits package which includes medical and dental coverage, disability, retirement benefits, paid leave, and paid time off.  Note: If this is a sales commission eligible role, you will be eligible to participate in a sales commission plan in lieu of the annual discretionary bonus program.

Applications will be accepted on a rolling basis.

Being You

Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations.  At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

Get Referred!If you know someone that works at Kyndryl, when asked ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contact's Kyndryl email address.