AI Lab Experience Lead in Luxembourg

Who We Are

At Kyndryl, we run and reimagine the mission‑critical technology systems that drive advantage for the world’s leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI‑powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well‑being is prioritized and your potential can thrive.

Background & Context

This role represents an exciting opportunity to become a pivotal leader in the advancement of AI in Luxembourg. Kyndryl, on the heels of rapid expansion in the Luxembourg market aligned with a strategic push into the AI domain, is opening an AI Lab in the Duchy. The lab will focus on regulated businesses—banking, financial services, and government—in the first instance, and will innovate utilizing Kyndryl’s expertise in Agentic AI for customers in these industries. This role will be front and centre of the Lab experience, becoming the face of Kyndryl in this highly exciting domain. Requiring a blend of industry and consulting experience with a strong appreciation for technology, you will be a hands‑on individual who leads the research, preparation, and execution of Customer Lab events, ultimately creating a pipeline of AI engineering engagements.

Role Overview

As the Customer Experience Leader, you will shape how customers experience products, services, and digital interactions by translating human insights into actionable experience strategies. You will lead experience‑driven problem‑solving from discovery through execution, ensuring customer needs are clearly understood, prioritized, and embedded into future‑state solutions. This role balances research, strategy, and collaboration, with clear ownership of experience outcomes across consulting engagements. You will play a pivotal role in the success and growth of the AI Lab, acting as a key participant in shaping its future strategy as the AI market rapidly transforms.

Key Responsibilities

You will support and lead Experience Strategy efforts through Insight, Idea, and Impact to uncover customer insights and define a strategy to innovate the customer experience.

What you will do

• 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

Who You Are

• 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
• An ability to collaborate globally and contribute to complex organisational topics to ensure consistency across Kyndryl’s global network of labs

Preferred skills and experience

• Familiarity with emerging AI concepts, automation tools, or prototyping platforms
• Technology skills in Python, React, AI frameworks
• Experience working on digital transformation or service design initiatives
• Familiarity with experience measurement approaches and experience led KPIs
• Exposure to change management or implementation planning tied to experience strategy
• Experience working with enterprise or complex customer environments
• Communicate and collaborate effectively across a multicultural environment
• Professional fluency in English is essential, while proficiency in French and/or German is considered a strong asset

Being You

The “Kyn” in Kyndry