Senior Service Strategist and Designer

The Role

As a Senior Service Design and Strategist for Kyndryl Vital Italy you’ll be a critical member of a cross-disciplinary team, leading innovative projects and modelling co-creative, human-centred behaviours. On customer engagements, you’ll be the design strategist and design leader. You’ll guide the team through the co-creatin phase, providing insights, ideas, and leadership to deliver high-quality, breakthrough solutions. You’ll be an ambassador for human-centred design to co-workers, partners, and customers, building awareness and including them in the journey. You’ll work with Kyndryl Vital Global leaders to identify high-potential customer projects and you will constantly look for more ways to add value to our customer’s experience.

You’ll partner with Kyndryl business and account leaders, Consult Partners, technical strategists and architects, customers stakeholders, and Kyndryl’s alliance partners to define problems, imagine solutions and service blueprints, and enable all to bring these solutions to life. We’re in start-up mode so you’ll have a lot of influence over the ways of working both locally and at the global level. You’ll ensure we connect with the other global Kyndryl Vital teams, and contribute case studies, best practices, and other learnings to our global practice.

Key role responsibilities

Experience Designer/Facilitator

• Design and facilitate workshops, programmes and Vital experiences – both internally and with customers
• Lead teams to collaborate on research/insights, defining problems, identifying ideas and service blueprints + understand technology to bring projects/solutions to life
• Work with customer/account teams to ensure Kyndryl Vital workshop outcomes are appropriately summarised, developed and extended into downstream Consult revenue opportunities.

Kyndryl Vital Amplifier/Advocate

• Be an advocate for Kyndryl Vital – championing design-thinking, collaboration and co-creation – both internally and with customers
• Build awareness, create trust and clearly communicate Kyndryl Vital Italy strategy and value proposition – both internally and with customers
• Support thought leadership agenda to raise profile and build reputation – both internally and with customers.
• Support Kyndryl Vital operations and growth
• Ensure Kyndryl Vital supports and enables Italy business strategy; driving sales, revenue, and profit
• Grow Kyndryl Vital-specific opportunity pipeline, both within existing accounts and new logos
• Support Kyndryl Vital programme management in Italy; project identification and development, resource support, relationship development with key account owners
• Build & grow Kyndryl Vital programme; develop relationships and revenue opportunities.

Who You Are

Required Technical and Professional Expertise

• Portfolio demonstrating design success with craft, strategic thinking, leadership, human-centric customer engagement, integrated technology, and inventive solutions in a variety of contexts
• 10+ years in human-centred design, emphasizing design strategy, service design, and co-creation
• Entrepreneurial mindset, thrive in ambiguity and enjoy ‘first of a kind challenges.’
• Systems-thinking problem-solver who looks through multiple lenses (business, people, technology, sustainability) and integrates those insights into innovative solutions
• Business acumen and language to work with customers, define key business objectives and create high-level business cases
• Lead multi-discipline teams through a service design and blueprinting engagement, resulting in experience-based roadmaps that enable technologists to dig more deeply into solutions
• Broad and flexible toolkit for designing co-creation journeys to lead teams from exploration to ideation. Adept at designing new tools when needed.
• Excellent collaboration and communication skills with clients and internal stakeholders
• Technology interest and acumen in some form
• Strong presentation skills in pre-sales environment
• Attention to detail in the language and relationship dynamics of key stakeholders.

Preferred Professional and Technical Expertise

• Industry vertical experience
• Experience in IT enterprise or IT environment
• Participatory design and research
• Knowledge and experience in IT infrastructure or other technical applications
• Human behaviour, change management, or other applied social sciences
• Data science, AI/ML, algorithm design experience
• Proficiency with tools such as Microsoft Suite, Miro or Mural, & other digital collaboration tools
• Experience in DesignOps or otherwise experienced in design-specific process and methodologies.