Associate Director, AI Innovation Lab Lead

Kyndryl is looking to hire an Associate Director, AI and Innovation Lab Experience Lead
. In this role you will be responsible for customer engagement, commercial and pipeline growth, delivery operations, and professional development.

This is a full‑time, office‑based position located in our Dallas, TX Innovation Lab. Candidates must be based in the Dallas metro area or be willing to relocate to Dallas, TX.

• C‑Suite Facilitation: Lead and personally facilitate rapid innovation sessions, workshops, and immersive AI experiences with senior customer stakeholders, including C‑suite and functional leaders. Translate complex AI concepts into clear, actionable strategic agendas.
• Relationship Management: Build and sustain trusted relationships with customer stakeholders across engagements, acting as a credible and knowledgeable advisor throughout the innovation journey.
• Experience Quality: Ensure every customer‑facing session meets the highest standards of preparation, delivery, and follow‑up. Take personal accountability for customer satisfaction scores and NPS outcomes.
• Engagement Continuity: Manage the end‑to‑end flow of individual customer engagements, from pre‑qualification through to post‑delivery debrief, ensuring a seamless and differentiated experience.
• Customer Feedback: Own the collection and analysis of post‑engagement satisfaction data, ensuring timely responses and surfacing insights to inform continuous improvement.

• Opportunity Development: Support pre‑sales engagements by positioning the AI Innovation Lab as a catalyst for pipeline creation, aligning Lab experiences to specific customer challenges and priority outcomes.
• Engagement Scoping: Assist with scoping and proposal development for Lab engagements, ensuring viability and a clear pathway to downstream implementation opportunities.
• Pipeline Reporting: Provide timely and accurate data on customer engagement activity, pipeline influence, and Lab utilisation to support management information requirements.

• Squad Coordination: Work alongside the AI Innovation Lab Squads (Engineers, Designers, and SMEs) to coordinate effective session preparation and delivery, ensuring the right capabilities are deployed for each customer context.
• Asset Reuse: Actively contribute to and draw from the library of catalogued customer experience assets, promoting consistent quality and efficient delivery across engagements.
• Qualification Support: Support the Director in applying acceptance criteria to incoming GTM opportunities, ensuring Lab capacity is prioritised toward the highest‑value engagements.
• Tool & Process Adoption: Champion the use of established methodologies, frameworks, and tools within the AI Innovation Lab Method, and contribute ideas for ongoing process improvement.

• External Eminence: Develop and share thought leadership on AI trends and innovation strategy, contributing to Kyndryl’s profile in the market and your own professional brand.
• Continuous Development: Actively pursue personal development in AI, facilitation, and advisory skills. Contribute to a team culture of curiosity, innovation, and mutual support.
• Peer
  
  Collaboration:
  
  Work collaboratively with peer Senior Managers and early professional team members, sharing knowledge and supporting broader team capability growth in partnership with the Director.

• Customer Satisfaction (NPS): Achieve targeted satisfaction scores across all engagements.
• Lab Utilization (Experience): Achieve utilisation rates by effectively integrating the AI Innovation Lab into customer sales cycles.
• Pipeline Contribution: Support the creation and advancement of qualified sales opportunities through Lab‑led customer engagement and pre‑sales activity.
• Engagement Quality: Deliver consistently high‑quality customer experiences, evidenced by positive client references and repeat engagement.
• Weekly Reporting: Provide accurate and timely data to the Director of AI Lab Operations covering engagement activity, pipeline influence, and forward…