Senior Lead, UX Design, Kyndryl Vital US

Description

The company designs, builds, manages and modernizes mission-critical technology systems that people depend on every day.

The team is a global group of designers, engineers, writers, researchers and strategists who help clients make sense of complexity and build adaptive experience ecosystems.

The group combines behavioral insight with business intelligence to create simple, human moments that work for users and change how clients run their businesses.

You will take work all the way from idea to delivery, including building, optimizing and sustaining what the team designs, with access to top IT experts.

UX design means understanding user needs, finding pain points and opportunities, and shaping solutions that meet or beat those needs. In this role you turn requirements into hypotheses, test them with users through research and facilitation, and turn what you learn into real experiences.

You will work with state-of-the-art resources and Fortune 100 clients.

Responsibilities

• Lead design direction on complex client work, from early immersion and discovery through co-creation and delivery.
• Define how information is organized, how work moves between people and systems, and where that work fails today.
• Work directly with senior client stakeholders and bring design, engineering, data and consulting perspectives together into one coherent solution.
• Tell clients when their assumptions do not hold up.
• Mentor designers, lead small teams and raise the quality of studio work, including its visual craft.
• Map how work is really done, including the undocumented knowledge experienced staff rely on, and build journeys and service blueprints that span human and AI actors.
• Help set decision rights: what an agent can do alone, what it can only recommend, and who can step in.
• Design human-in-the-loop handoffs and interaction patterns for non-deterministic systems, covering latency, ambiguity, uncertainty and errors, so users stay informed and in control.
• Help define the baseline a solution is measured against so its value can be shown, and take a clear position on where automation helps people and where it does not.
• Also work on information architecture, service design, dashboards, enterprise applications, and client workshops and presentations.
• The strongest candidates are often service designers or information architects at heart, who see how information, decisions and work connect across an organization and learn new disciplines quickly.

Requirements

• Required: a deep grounding in human-centered design methods and mindset, with a portfolio of enterprise, consulting or innovation-studio work.
• Required: experience organizing complex information and workflows, including taxonomies, hierarchies, content flows and navigation, for systems with many users and data sources.
• Required: experience building journey maps and service blueprints for multi-actor systems that show every handoff, decision and failure point, looking past the process to incentives, second-order effects and breakdowns.
• Required: hands-on experience designing AI-driven or agentic product experiences, including human/AI flows, human-in-the-loop patterns, decisions about agent autonomy and interfaces for non-deterministic behavior, with work you can show and explain.
• Required: a deliverable that brought together two or more practices such as design, engineering, data or consulting, and a description of the friction you resolved between them.
• Required: you lead client work on your own, deliver unwelcome messages, hold your position, and change your approach when client systems or constraints push back, without losing sight of the outcome.
• Required: planning and running generative and evaluative research, including interviews with people who handle the hardest cases, and separating validated needs from requests and assumptions.
• Required: designing and leading workshops that align cross-functional client stakeholders, and communicating design decisions and their rationale to executives and delivery teams.
• Required: strong visual craft in typography, layout, color, hierarchy and data visualization, producing polished high-fidelity interfaces and client-ready presentations, setting the visual bar for your team, building and evolving design systems, and giving specific craft feedback. Your portfolio shows this.
• Required: creating prototypes from low to high fidelity and choosing the fidelity that fits the question.
• Required: picked up a new discipline on the job within the last two years and shipped work with it.
• Required: designing for accessibility, inclusion, transparency and human control, and using AI-powered design and research tools while keeping quality and judgment.
• Required: coaching other designers, giving direct feedback and helping teams raise their standard of work.
• Required: a bachelor's degree or equivalent portfolio.
• Preferred: 8-10 years of experience in experience design, service design, information architecture or a related field.
• Preferred: credibility in two or more industries or business functions, such as public sector, financial services, healthcare, manufacturing or IT operations.
• Preferred: experience in both enterprise and agency or consulting environments.
• Preferred: knowledge of IT infrastructure or other complex technical domains.
• Preferred: background in human behavior, change management, organizational design or applied social sciences.
• Preferred: experience mapping operational workflows, decision rights or governance models, such as process, operating model or RACI design.
• Preferred: a data science or AI/ML background, or experience working closely with AI engineering teams.
• Preferred: familiarity with AI-assisted design and prototyping tools such as Figma Make, Miro AI, Lovable or similar.
• Preferred: an MDes, MFA, MS in HCI or Information Science, dMBA, or equivalent.
• You may specialize more deeply in service design, information architecture, user experience and interaction design, visual and interface design, data visualization, conversational and agentic interfaces, or change management.

Conditions

Onsite five days a week at the Frisco, TX location.

Full-time schedule.

The U.S. base pay range is $115,080 to $218,520, reflecting the minimum and maximum target the company in good faith believes it may pay for this role at the time of posting.

Actual pay may vary based on legally permitted factors such as geography, job-related skills, education and experience, certifications and licenses, internal pay equity, and market and business considerations. Pay will not fall below any applicable state, city or local minimum wage.

Location-specific base ranges: California (San Francisco Bay Area) and New York City $138,120 to $262,320; California (all other areas) $126,600 to $240,480; Colorado $115,080 to $218,520; Massachusetts and Virginia $115,080 to $240,480; Washington and Washington DC $126,600 to $240,480.

The company does not currently require full COVID-19 vaccination for employees. If you are hired to work at a client, customer or partner site, you may be required to show proof of vaccination under that site's policy. Those who believe they qualify may request a medical or religious accommodation before employment starts.

The company accepts applications on a rolling basis.

The company welcomes candidates from all backgrounds.

Benefits

• Eligible for the discretionary annual bonus, based on performance and subject to the company's plans.
• If the role is sales commission eligible, you may join a sales commission plan instead of the annual discretionary bonus.
• A comprehensive benefits package including medical and dental coverage, disability, retirement benefits, paid leave and paid time off.
• Learning programs with access to certifications from Microsoft, Google, Amazon, Skillsoft and many more.
• Hands-on experience and the chance to certify on all four major platforms, with room to broaden your knowledge or specialize by sector.
• A company-wide volunteering and giving platform to donate, start fundraisers, volunteer, and search over 2 million non-profit organizations.