Customer Experience Consultant

Kyndryl

Customer Experience Consultant shaping how customers experience products and services. Leading problem solving to ensure customer needs are prioritized and embedded into solutions.

Posted 7/8/2026full-timeBogota • 🇨🇴 ColombiaMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Lead experience strategy work across Insight, Idea, and Impact phases to uncover customer needs and opportunities
Plan and conduct ethnographic research, interviews, and qualitative studies to generate customer insights
Synthesize research findings into clear 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

Requirements

What you’ll need

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
Proven ability to synthesize research into clear insights, experience frameworks, and strategic recommendations
Experience creating customer journey maps, experience maps, and future state concepts
Ability to facilitate structured workshops using design thinking or experience led methods
Demonstrated collaboration with cross functional teams including strategy, design, analytics, and technology
Experience acting as an advocate for the end user throughout project delivery

Benefits

Comp & perks

flexible work arrangements
Professional development opportunities
Be Well programs designed to support financial, mental, physical, and social health

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Ethnographic ResearchInterviewsSynthesis of Research FindingsExperience FrameworksExperience RoadmapsOpportunity AreasExperience MappingFuture State ConceptsStructured WorkshopsExperience Principles

Soft Skills

CollaborationFacilitationAdvocacy for End User