AI Lab Experience Lead

About the role

Kyndryl is launching an AI Lab in Luxembourg focused on regulated sectors such as banking, financial services, and government. The AI Lab Experience Lead will be the face of the lab, driving customer‑centric AI initiatives and building a pipeline of engineering engagements.

Key responsibilities

• Lead experience‑strategy efforts across Insight, Idea, and Impact phases to uncover customer needs and innovation opportunities.
• Plan and conduct ethnographic research, interviews, and qualitative studies to generate actionable insights.
• Synthesize findings into experience principles, opportunity areas, and strategic recommendations.
• Define future‑state customer journeys and experience roadmaps that guide execution.
• Facilitate design‑thinking workshops and experience‑mapping sessions with customers and delivery teams.
• Act as the subject‑matter expert for end‑user needs throughout consulting engagements.
• Partner with business strategy, digital strategy, analytics, design, and technology teams to align experience outcomes with delivery plans.
• Support the translation of experience strategy into measurable outcomes and implementation guidance.

Required profile

• Proven experience leading customer or user experience strategy within consulting or transformation engagements.
• Hands‑on experience conducting qualitative research such as interviews, observations, or ethnographic studies.
• Ability to synthesize research into clear insights, experience frameworks, and strategic recommendations.
• Experience creating customer journey maps, experience maps, and future‑state concepts.
• Strong facilitation skills for structured workshops using design‑thinking or experience‑led methods.
• Demonstrated collaboration with cross‑functional teams including strategy, design, analytics, and technology.
• Advocacy for the end‑user throughout project delivery and ability to collaborate globally.

Required skills

• Python
• React
• AI frameworks