Senior Lead, UX Design, Kyndryl Vital

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.

This role requires you to be onsite 5x a week at our Frisco, TX location. Are you a seasoned UX designer who looks past the screen to how work really gets done, and who wants to shape how people and AI agents work together in the world’s critical systems? Then you’ll love working at Kyndryl Vital. At Kyndryl Vital, we are looking for creative, curious, empathic systems thinkers who want to tackle wicked problems with some of the best technical colleagues in the world.

Kyndryl Vital is a global network of designers, engineers, writers, researchers, and strategists. We are bound together by a desire to help our customers make sense of complexity and co‑create intelligent and adaptive experience ecosystems that resonate with their users and transform their businesses. We believe the next evolution of experience will emerge from the artful blending of behavioral insight and business intelligence into elegantly simple, deeply human moments.

We are fortunate to work with the world’s best IT experts to ensure that we can not only imagine a great experience, but that we can build it, deliver it, optimize it, and sustain it.

A UX Designer uses the process of understanding and empathizing with user needs, locating “pain points” and possibilities, and finding solutions that meet or exceed those needs. This role translates requirements into hypotheses, explores them with users through research methods and facilitation, and turns insights into tangible experiences. As Senior Lead, UX Design at Kyndryl Vital US, you will lead design direction on complex client engagements, from immersion and discovery through co‑creation and delivery.

You will own the structure behind the experience: how information is organized, how work moves between people and systems, and where that work breaks down today. You will work directly with senior client stakeholders, bring the perspectives of design, engineering, data, and consulting teams together into one coherent solution, and say the hard thing when a client’s assumptions don’t hold up.

You will mentor designers, lead small teams, and raise the quality of work across the studio, including its visual craft.

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 how work is really done, including the undocumented knowledge experienced people rely on, and build journeys and service blueprints that span human and AI actors. You will help define decision rights: what an agent can do on its own, what it can only recommend, and who can step in.

You will design human‑in‑the‑loop hand‑off moments and 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 the baseline a solution is measured against, so its value can be proven rather than assumed, and you will bring a clear point of view on where automation serves people and where it doesn’t.

What sets this role apart is systems thinking. The strongest candidates are often service designers or information architects at heart: people who see how information, decisions, and work connect across an organization, and who learn new disciplines quickly and ship with them. This is not an AI‑only role. Our clients run the world’s critical systems,…