DESIGN-LED DIGITAL TRANSFORMATION
All digital and physical experience touch-points should be carefully designed with users' experience in mind; to fulfill their needs and enable seamless, intuitive and fully joined-up journey allowing users complete their intended tasks or reach their goals.
Design-led digital transformation for global brands
Design is about problem solving; developing human-centered solutions to meet needs of business, customers and end-users.
I work at the intersection of service design and digital transformation using design thinking to make great things happen, deliver business value and enable innovative customer centric services and digital products across industries and market segments.
As a design-led expert and strategist I have helped organisations embrace service design methods including customer journey management, service blueprints and best practices in user experience design. Throughout my career while delivering new digital solutions I improved customer experiences, optimised service organisational setups, and implemented innovative digital products and services.
Examples include new digital banking experience, end-to-end customer journeys for financial services, tourism portals, banking customer management solutions (digital cockpit), or advanced data analytics solutions powered by data science algorithm to enable informed decisions. Across various management and consulting roles I was responsible for digital transformation and service design operations; with some example of design-led work presented below.
With over 15 years of experience in service design, UX, human-centered design, customer journey mapping, digital transformation and product delivery; my professional journey includes roles at prominent organizations such as International Council of Design (Montreal, Canada), Coca-Cola, Fidelity International, Coutts Private Bank / Natwest Banking Group (London, UK), and most recently PepsiCo Digital Hub (Barcelona, Spain).
I have worked with corporate, government and NGO sectors across various industries and markets including in the United Kingdom, Spain, Canada, Poland, the United States, Australia, Norway, Germany and the Middle East. More...
Transforming Client Journeys for Private
and Personal Banking.
Design and Delivery of New Digital Solutions
and Services.
Delivering Customer Centric Services by Design Transformation Program for Coca Cola
Global Business Services.
Fidelity International
BANKING
Service Design for Financial Services and
Investment Management in the UK and EU.
Design
HUMAN CENTERED DESIGN
Working for the International Council of Design
Visual Communication Design
Project Management
Pepsico Digital Hub
STRATEGY & DIGITAL TRANSFORMATION
Service Design Lead for User Centric Digital Products and Services Transforming PepsiCo Operations
Customer and End-User Research
Digital Product Design
Designing and Delivering Travel Experiences that Inspire, Invite and Drive Results; including travel portals and multi-language content.
RECOMMENDATIONS
DANIEL SZOKALSKI
GLOBAL IT BUSINESS MANAGER
THE COCA-COLA COMPANY
Michal demonstrated how service design methodology can help business needs and goals. He connected and kept engaged all program team members, subject matter experts and stakeholders in Atlanta, London, Dublin, Warsaw, San Jose and Manila. He is an inspiring service design advocate...
MIKE HAKKENS
GLOBAL CLIENT EXPERIENCE DIRECTOR
FIDELITY INTERNATIONAL
My wholehearted recommendation of his work is primarily based on his thorough understanding of service design and customer journey mapping, his outstanding organisational and delivery skills as well as his confident and personable stakeholder management.
DAVID PALLISTER
HEAD OF CLIENT NEEDS & ADVICE JOURNEY
COUTTS BANK
Michal brings a collaborative approach to both strategy and design. His design skills brought the project to life and ensured the stakeholders understood the vision and purpose prior to delivery. He challenges constructively to ensure process improvement and optimised user experience...
CHRISTIAN GLEERUP
SOFTWARE ENGINEERING LEAD
PEPSICO DIGITAL HUB
I worked with Michal, delivering complex insights dashboard for our manufacturing sites in Europe. Within just a month he took ownership, and clarified the end-to-end value for our end users. Not only did he design a beautiful solution, the entire design process and discovery insights were organized and available in the finest standard.
CARALISA WOODS
HEAD OF TRANSFORMATION
FIDELITY INTERNATIONAL
I have worked extensively with Michal and continue to be impressed with his passion, enthusiasm and experience as a design-led thinker and his digital transformation skills.
He has the ability to convert concepts and ideas into meaningful delivery into the business that adds value and improves client experience...
RICHARD BERESFORD
DIGITAL DESIGN & EXPERIENCE LEAD
COUTTS BANK
Michal has an infectious enthusiasm and energy for his projects coupled with excellent and demonstrable experience across many design levels.
As a Product Owner he displayed great leadership qualities, helping to drive the product forward with insight and tact plus a great understanding of the various disciplines that make up a team.