Who We Are
At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world's leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge.
The Role
As 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
Who You Are
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.
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.
Applications will be accepted on a rolling basis.
