Lead Experience Designer
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Job Description
Lead Experience Designer shaping human-AI workflows, enterprise applications, and service experiences for Kyndryl’s mission-critical technology services. Leading client research, prototyping, workshops, and design delivery.
Responsibilities:
- Own design workstreams end to end, from research and requirements definition through detailed design documentation, prototyping, and delivery
- Work directly with clients to understand their users and business
- Lead design reviews and advocate for design decisions with internal and external stakeholders
- Collaborate with engineering, data, and consulting teams to ensure cohesive experiences
- Iterate and refine solutions using stakeholder and user feedback
- Map journeys and build service blueprints spanning human and AI actors
- Design agentic workflows and human-in-the-loop hand-off moments
- Define interaction patterns for non-deterministic systems, including latency, ambiguity, uncertainty, and error states
- Establish best practices for visualizing, prototyping, and evaluating human/AI interaction
- Lead discovery through delivery on client engagements, producing journey maps, service blueprints, flows, wireframes, and prototypes
- Plan and run generative and evaluative user research, including research into trust in AI-driven features
- Facilitate workshops and collaborative co-creation sessions with client stakeholders, engineers, data scientists, and creative technologists
- Design dashboards, enterprise web applications, and information visualizations
- Produce clear, persuasive client presentations
- Present design decisions with clear storytelling and rationale and build alignment across the lifecycle
- Advocate for accessibility, inclusion, and ethical use of AI
- Apply AI-powered design and research tools to accelerate iteration while maintaining quality, judgment, and craft
Requirements:
- 6–7 years of experience in experience design or a related field
- Deep grounding in human-centered design methods and mindset
- Portfolio of enterprise, consulting, or innovation-studio work
- Ability to create journey maps and service blueprints for complex, multi-actor systems, including systems with AI agents
- Hands-on experience designing AI-driven or agentic product experiences, including human/AI interaction flows, human-in-the-loop patterns, and interfaces for non-deterministic behavior
- Ability to design and conduct generative and evaluative research and translate findings into delivery with developers and product managers
- Fluency in Figma or similar tools
- Ability to create low- to high-fidelity prototypes, including working prototypes of AI-assisted interactions
- Comfort facilitating co-creation sessions and presenting to clients
- Excellent communication skills in English
- Strong information design and visual communication skills
- Preferred: experience in enterprise and agency/consulting environments
- Preferred: knowledge of IT infrastructure or other complex technical domains
- Preferred: background in human behavior, change management, or applied social sciences
- Preferred: data science or AI/ML background or experience working closely with AI engineering teams
- Preferred: familiarity with AI-assisted design and prototyping tools such as Figma Make, Miro AI, or Lovable
- Preferred: specialization in service design, user experience/interaction design, interface design, information architecture, data visualization, or conversational and agentic interfaces
Benefits:
- Discretionary annual bonus program based on performance
- Medical and dental coverage
- Disability benefits
- Retirement benefits
- Paid leave
- Paid time off
- Hands-on experience and learning opportunities
- Certification opportunities across major platforms
- Employee learning programs and access to certifications including Microsoft, Google, Amazon, and Skillsoft
- Company-wide volunteering and giving platform
- Inclusion Networks and workplace support
- Comprehensive benefits supporting employees and their families
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