Lead Experience Designer

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

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

As a Lead Experience Designer at Kyndryl Vital, you will own design work streams end to end — from research and requirements definition through detailed design documentation, prototyping, and delivery. You will work directly with clients to understand their users and their business, lead design reviews, advocate for design decisions with internal and external stakeholders, and collaborate with engineering, data, and consulting teams to ensure a cohesive experience.

You will use stakeholder and user feedback to iterate and refine solutions to a high standard of quality and usability.

An increasing share of our work involves designing how people work with AI — including agentic systems that plan, act, and hand work back to humans. You will map journeys and build service blueprints that span human and AI actors, design agentic workflows and human-in-the-loop hand-off moments, and define interaction patterns for systems that are non-deterministic: handling latency, ambiguity, uncertainty, and error states in ways that keep users informed and in control.

You will help establish our best practices for visualizing, prototyping, and evaluating human/AI interaction, and you will bring a clear point of view on where automation serves people and where it doesn’t.

This is not an AI-only role. Our clients run the world’s critical systems, and your portfolio of work will also include dashboards, web and enterprise applications, design systems, service design, and client-facing presentations and workshops. We are looking for a strong generalist designer who can extend proven human-centered methods into the agentic era — not a specialist who only works on one class of problem.

What You Will Do

• Lead design work streams: own discovery through delivery on client engagements, producing journey maps, service blueprints, flows, wireframes, and low-to-high fidelity prototypes appropriate to the problem.

• Design for human/AI collaboration: define agentic workflows, human-in-the-loop validation and hand-off moments, and interaction patterns for non-deterministic system behavior — latency, ambiguity, and graceful error recovery — with transparency and user control as defaults.

• Conduct and apply research: plan and run generative and evaluative research, including research into how users build (or lose) trust in AI-driven features, and translate findings into design decisions.

• Facilitate co-creation: lead workshops and collaborative sessions that align client stakeholders, balancing desirability with technical feasibility alongside engineers, data scientists, and creative technologists.

• Deliver traditional experience work: design dashboards, enterprise web applications, and information visualizations, and produce clear, persuasive client presentations.

• Communicate and advocate: present design decisions with clear storytelling and rationale; lead design reviews and build alignment across the full lifecycle from discovery to delivery.

• Champion responsible design: advocate for accessibility, inclusion, and ethical use of AI, ensuring…