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I am addicted to beautiful minds, empathy and travelling. My passion are people and their undiscovered needs and behaviors. I love to co-create and deliver values for people's life. I'm a Design Thinker by heart with a twist towards Futures and Systems Thinking and I'm actively promoting those approaches across different organisations and units. I'm Pi-shaped professional with strong background in quality assurance and testing holding a MBA degree in Service Innovation and Design with focus on Customer Experience (CX). I gained my expertise in digital IT space working with B2B clients from around the world for past +12 years.Locked Pro Plan feature
The work is within Marketing and Communication area. I am involved in project which will renew our customer experience measurement in sales and delivery phase to have real-time, accurate and actionable insights into experiences and behaviour of the customers. It will give a holistic view of the full customer experience on three levels of the customer engagement: relationship, customer journey and touchpoint. My tasks within the project involves concept & solution design, and project management over technical deliveries. In addition, I am involved in designing a CX ecosystem internally and with our external partners as well as helping in designing CX approaches for Tieto customer teams.
The work was within Cloud Computing area. My focus is to bring design thinking and CX aspects closer to Enterprise Cloud (ECPS) organization, educate and inspire people and uplift transparency and trust. Furthermore, I worked to cover all aspects of digitization, interactions, foresight and innovation in transforming Tieto global requirements to ECPS/OneCloud ones. It means work with ECPS related services and products to streamline activities and innovation, requirements, and related functionalities to achieve seamless experience from consumer/customer/user/human point of view.
I was responsible for the quality of many deliverables across a variety of sub-projects in IT support services area where hands-on design expertise is need. The biggest part of the job was to communicate, envision, shape & design service concepts and ideas using various design methods & tools, and analyze it from implementation point of view. The goal was to inspire & encourage people around me to find their way for using innovative approaches based on design techniques & user researches, and create work atmosphere focused on customer experience initiatives and great ideas.
I was responsible for ITSM ticketing system (Service.Now) integration's with more than 35 customers where I was working to understand and communicate stakeholder requirements to appropriate team members, and manage all requirements accordingly to realize each for the respected stakeholder. Major part of this job was to collect and analyze customer feedback. In addition, I was responsible to roll-out for our customers completely new platform (Tieto Service Channel) which revolutionizing they way how customers are interacting with Tieto in case of getting support or ordering new services.
I was the primary contact between customers and delivery support organization as an integral part of the account planning and delivery governance strategy. I was working really close with the customer to capture and understand requirements, needs and feedback and respond to requests for new services. In the same time trying to find and implement new solutions / procedures leading to more efficient customer service. The important factor for me was to ensure the quality of service and managed cost of delivery is according to plan.
As a program level TEST MANAGER I had successfully managed program user acceptance and beta test activities focused to deliver highly integrated global e-commerce solution in online sales area. My job required creation of new test processes and update/fix of existing ones, working with concepts and ability to operate with different countries, locations, companies and cultures. I had been able to improve quality and enhance user experience of the system what was notified by customer. In addition, participating in one of the largest programs update my knowledge and experience from business processes in logistics, general online sales strategy overview, idea of online marketing activities, online care and online payment overview together with analytic and USER EXPERIENCE optimization. It brought the understanding of customer processes, especially in area of change management, release management, risk management and resource management.
As a R&D TESTING PRE-SALES COORDINATOR my work consisted of multiple tasks related to sales, offering and process improvement. I followed up, supported and facilitated Global Delivery Model (GDM) Project defining and improving global Tieto processes. This task included development of the general testing practices, global co-operation with appropriate stakeholders in Tieto, working as a mentor / support person / facilitator. I came up and documented really practical repeatable concepts which made project activities smooth and efficient. As a TEST ENGINEER I was involved in Charging network element project. My responsibilities included test planning, execution and result analysis in the area of functional and performance testing. Other tasks included test case automation using XML scripts.
M.B.A. in Service Innovation and Design, minor in Customer Experience
M.Sc. in Computer Science in Economy
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