Director, AI Innovation Lab Experience Lead

The Role: Kyndryl is looking to hire an Director, AI and Innovation Lab Experience Lead. In this role you’ll be responsible for customer engagement, commercial and pipeline growth, delivery operations and professional development. This role will be full time, office based position working from our Dallas, TX Innovation lab. Candidates must be based in the Dallas metro area, or be willing to move to Dallas, TX to qualify for this role.

Key Responsibilities: 1. Customer Engagement & Experience DeliveryC‑Suite Facilitation: Lead and personallyfacilitaterapid innovation sessions, workshops, and immersive AI experiences with senior customer stakeholders, including C-suite and functional leaders. Translate complex AI concepts into clear, actionable strategic agendas. Relationship Management: Build and sustain trusted relationships with customer stakeholders across engagements, acting as a credible and knowledgeable advisor throughout the innovation journey. Experience Quality: Ensure every customer‑faceting session meets the highest standards of preparation, delivery, and follow‑up. Take personal accountability for customer satisfaction scores and NPS outcomes. Engagement Continuity: Manage the end‑to‑end flow of individual customer engagements, from pre‑qualification through to post‑delivery debrief, ensuring a seamless and differentiated experience. Customer Feedback: Own the collection and analysis of post‑engagement satisfaction data, ensuringtimelyresponses and surfacing insights to inform continuous improvement.2. Commercial & Pipeline Contribution Opportunity Development: Support pre‑sales engagements by positioning the AI Innovation Lab as a catalyst for pipeline creation, aligning Lab experiences to specific customer challenges and priority outcomes. Engagement Scoping: Assistwith scoping and proposal development for Lab engagements, ensuring viability and a clear pathway to downstream implementation opportunities. Pipeline Reporting: Providetimelyandaccuratedata on customer engagement activity, pipeline influence, and Lab utilisation to support management information requirements.3. Delivery Operations & Quality Squad Coordination: Work alongside the AI Innovation Lab Squads (Engineers, Designers, and SMEs) to co‑ordinate effective session preparation and delivery, ensuring the right capabilities are deployed for each customer context. Asset Reuse: Actively contribute to and draw from the library of catalogued customer experience assets, promoting consistent quality and efficient delivery across engagements. Qualification Support: Support the Director in applying acceptance criteria to incoming GTM opportunities, ensuring Lab capacity is prioritised toward the highest‑value engagements. Tool & Process Adoption: Champion the use of established methodologies, frameworks, and tools within the AI Innovation Lab Method, and contribute ideas for ongoing process improvement.4. Thought Leadership & Professional Development External Eminence: Develop and share thought leadership on AI trends and innovation strategy, contributing to Kyndryl’s profile in the market and your own professional brand. Continuous Development: Actively pursue personal development in AI, facilitation, and advisory skills. Contribute to a team culture of curiosity, innovation, and mutual support. Peer Collaboration: Work collaboratively with peer Senior Managers and early professional team members, sharing knowledge and supporting broader team capability growth in partnership with the Director. Expected Outcomes Customer Satisfaction (NPS) Achieve targeted satisfaction scores across all engagements Lab Utilization (Experience) Achieve utilisation rates by effectively integrating the AI Innovation Lab into customer sales cycles. Pipeline Contribution Support the creation and advancement of qualified sales opportunities through Lab‑led customer engagement and pre‑sales activity. Engagement Quality Deliver consistently high‑quality customer experiences, evidencedby positive client references and repeat engagement. Weekly Reporting Provideaccurateandtimelydata to the Director of AI Lab Operations covering engagement activity, pipeline influence, and forward demand. Your Future at Kyndryl Every position at Kyndryl is an opportunity to be part of something bigger. We’re committed to your growth and development—because when you succeed, we succeed. In this role, you’ll gain exposure to global projects, cutting‑edge technologies, and strategic initiatives that shape the future of businesses worldwide. Your career path doesn’t stop here. Whether you want to deepen your expertise, broaden your skills, or move into leadership, we’ll support you with learning programs, mentorship, and opportunities to take on new challenges. At Kyndryl, your future is yours to shape.

Who You Are: You’re good at what you do and possess the required experience to prove it. You have a growth mindset; keen to drive your own personal and professional development, and to support others in theirs. You take your work seriously and prioritize customer impact. Most importantly, you understand that the most successful teams trust and enjoy each other and are naturally inclusive in how you work with others. Essential

Requirements: 8+ years of Proven experiencefacilitatingsenior-level workshops, innovation sessions, or strategic advisory engagements, ideally in a technology or professional services environment. Strong commercial awareness with the ability to contribute meaningfully to pre‑sales, scoping, and opportunity development conversations. Confident and credible communicator with experience engaging C‑suite and senior business stakeholders. Solid understanding of AI and emerging technology trends, with the ability to translate technical concepts into business value narratives. Highly organised with the ability to manage multiple concurrent customer engagements to a high standard.