Senior Experience Strategy Consultant

Who We Are

At Kyndryl , we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. 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

Join Kyndryl as a Senior Customer Experience Strategist focused on the Middle East market. In this role, you will lead the transformation of digital customer journeys tailored to the unique preferences and cultural nuances of the region. You will collaborate closely with cross-functional teams to deliver personalized, intuitive, and AI-driven experiences that drive engagement and loyalty among Middle Eastern customers. Your efforts will directly influence Kyndryl’s growth and reputation across this vibrant and diverse market.

Key Responsibilities

Localized Experience Strategy – Craft and articulate a digital customer experience narrative that resonates with Middle East audiences, incorporating regional cultural insights, behavioral patterns, and customer expectations. Ensure all touchpoints reflect local market preferences, from language nuances to visual design elements.

Journey Mapping for Regional Users – Partner with product owners, designers, and developers to design detailed, screen-by-screen customer journeys optimized for Middle Eastern user behaviors. Account for multilingual usability, mobile-first adoption trends, accessibility standards, and variations in digital literacy across the region.

Performance and Usability SLAs – Define and monitor robust SLAs related to speed, reliability, responsiveness, and usability of digital experiences, adapted for regional connectivity and device usage patterns. Proactively address customer friction points through data-backed adjustments.

Data-Driven Regional Insights – Utilize analytics platforms to track engagement, retention, and conversion metrics. Conduct A / B and multivariate testing tailored to Middle East user segments to validate design and feature enhancements, ensuring continuous improvement.

AI-Powered Personalization – Design and implement agentic AI-powered experiences that adapt in real time to user context, history, and preferences. Integrate culturally aware personalization, including support for Arabic and English fluency, right-to-left (RTL) UI formats, and region-specific content relevance.

Market Research & Trend Analysis – Continuously assess evolving regional market conditions, competitors’ CX approaches, and emerging technologies. Apply insights from research on cultural values, payment behaviors, and digital trust patterns to refine engagement strategies.

Regulatory & Compliance Alignment – Ensure all customer-facing experiences meet applicable Middle East data protection, cybersecurity, and content regulations, partnering with legal and compliance teams when required.

Cross-Functional Collaboration – Build strong relationships with Kyndryl’s global and local teams—including product, design, engineering, and marketing—facilitating knowledge sharing and ensuring consistent delivery of the customer experience vision across all regional projects.

Change Management & Adoption – Lead awareness and training initiatives for internal teams to ensure new CX strategies are understood, adopted, and embedded into operational processes throughout the Middle East market.

Who You Are

You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others.

Required Qualifications

Bachelor’s degree in Marketing, Business, Design, or a related field, with formal CX or UX certification.

7+ years of experience in customer experience strategy, with demonstrated ability to design digital journeys.

Proficiency in customer journey mapping, analytics platforms, and design thinking.

Technical knowledge of web technologies (HTML, CSS, JavaScript) as they apply to customer experience.

Strong communication and stakeholder management skills within matrix organizations.

Fluency in Arabic and English with experience interacting with Middle Eastern customers and markets.

Preferred Qualifications

Deep understanding of Middle East market dynamics, consumer behaviors, and cultural sensitivities across key sectors (banking, telecom, e-commerce, public services).

Experience localizing CX for multilingual environments, including right-to-left script interfaces, regional UX preferences, and content personalization.

Familiarity with cloud platforms, DevOps practices, and security engineering requirements that align with CX implementations.

Knowledge of payment ecosystems, regional fintech adoption trends, and digital identity frameworks common in the Middle East.

Experience integrating CX with compliance frameworks such as Middle East data privacy laws, cybersecurity standards, and cross-border data transfer regulations.

Hands-on experience with SDLC and Agile methodologies to ensure seamless coordination between CX and technical delivery teams.

Proficiency in leading multi-market CX transformation initiatives using project management tools such as Jira, Asana, or MS Project.

Being You

Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single-handily : Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

Get Referred!

If you know someone that works at Kyndryl, when asked ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contact\'s Kyndryl email address.

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