Senior Customer Experience Strategist

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.

Requirements

• 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.