Associate Director, AI Innovation Lab Experience Lead

Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

Kyndryl is looking to hire an Associate 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 Delivery

• C-Suite Facilitation: Lead and personally facilitate rapid 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-facing 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, ensuring timely responses and surfacing insights to inform continuous improvement.

• 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: Assist with scoping and proposal development for Lab engagements, ensuring viability and a clear pathway to downstream implementation opportunities.

• Pipeline Reporting: Provide timely and accurate data on customer engagement activity, pipeline influence, and Lab utilisation to support management information requirements.

• 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.

• 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.

• 8+ years of Proven experience facilitating senior-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.

• Experience working within or alongside an innovation lab, design thinking practice, or rapid prototyping environment.

• Familiarity with AI frameworks, tools, or methodologies used in enterprise transformation contexts.

• Exposure to go-to-market strategy, sales enablement, or business development in a consulting or technology company.