Customer Experience Consulting

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 Ready to shape the future of customer experience?At Kyndryl, we’re looking for a Customer Experience Consultant to lead experience strategy initiatives and co-create innovative solutions with our clients. This role combines service management frameworks, data-driven insights, and design thinking to deliver exceptional customer experiences. Your Future at Kyndryl Every role at Kyndryl opens a path for growth: hands-on experience , learning opportunities , and certifications across major platforms. Whether you want to broaden your knowledge or specialize, you’ll find your opportunity here. We value a growth mindset , customer-first approach , and inclusive collaboration . What You’ll Do Lead Experience Strategy efforts through Insight, Idea, Impact to uncover customer insights and define CX innovation strategies. Facilitate Kyndryl Design Thinking workshops and create experience maps to guide execution. Develop and implement service management indicators based on IT governance frameworks (ITIL, COBIT, ISO). Collaborate with clients on co-design and eco-design initiatives to improve service delivery. Analyze and synthesize data to identify opportunities for digital transformation and automation. Work closely with multidisciplinary teams (business strategy, analytics, research, visual design, technology) to define future-state experiences. Document processes and communicate effectively between technical and business stakeholders. Who You Are Required Skills and Experience Minimum 5 years of proven experience in managing, designing, improving, and controlling IT processes, including SLAs, XLAs, and XPIs. Strong knowledge of IT service management frameworks (ITIL, COBIT, ISO). Excellent communication and documentation skills (verbal and written). Ability to coordinate across technical and business teams. Experience in developing indicators and implementing governance models. Preferred Skills Experience in data science, telemetry, analytics, and visualization tools (Power BI, Grafana). Familiarity with digital transformation, automation, and AI-assisted solutions. Experience with XLA/XPI frameworks and ability to design, implement, and monitor related metrics. Change management in IT processes. Leadership in continuous improvement projects and user experience management. Design Thinking facilitation and experience mapping capabilities. Certifications such as ITIL Expert, ISO 20000, COBIT 5. Background in banking sector is desirable but not mandatory. Work Model and Schedule Location: MedellínWork Mode: Hybrid – minimum 2 days per week at Kyndryl’s office; availability to visit client sites as needed.Schedule: Standard office hours (non-rotating). 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. #J-18808-Ljbffr