Karolina Rojek Email & Phone Number

London, England, United Kingdom

📌 Global and Regional Service Design LeadershipOrchestrated multiple global and regional design projects (Service Design, Product, Research, GTM). Product implementation - Partnership Tax. Direct cooperation with HMRC.📌 Journey Framework practice and implementation at scaleSpearheaded the adoption of the Customer Journey Framework across the organisation, fostering customer-centric thinking and strategic alignment. Utilised journey mapping practices. Conducted company-wide training sessions to enhance collaboration and productivity among 4000 employees.📌 Journey management practice and implementation at scaleIntroduce comprehensive journey management practices across the organisation. Optimise processes and provide a seamless experience for both clients and teams.📌 Promote Customer-Centric Roadmaps for cross-functional teamsDeveloped roadmaps based on customer journeys, aligning business priorities with user needs and organisational goals.📌 Empower Data-Driven Decision Making among leaders and peersSupported teams in setting priorities and making informed choices by leveraging data insights and research findings. Concentrate data around services.📌 Education, mentoring and development of best practiceExperience Strategy Team Representation at NH

London, England, United Kingdom

📌 Planning, leading and supporting the implementation of service design projects in the UK market (Xero Tax for personal tax, MTD VAT, MTD ITSA)📌 Designing the implementation processes (Beta phases) of new products and services in the UK📌 Service design in a co-creation culture with Sales, Marketing, CX, Education, Product, Design, Legal teams

Poland

✅ Mastercard, McCann Worldgroup for WOSP Foundation, PolandeSkarbonka📌 Leading the project team, collaboration with key stakeholders📌 Discovering the needs of internal and external stakeholders to design product and service specification 📌 Building a Software Requirement Specification Document (processes, service ecosystem)📌 Designing processes and user journey for the registration platform for 120 000 volunteers based on understanding stakeholders' and users' needs📌 Transferring complex processes for a money collection system to a simple and user-friendly design✅ Service Design Consultant for small businesses, Poland📌 Supporting digital transformations in small businesses (how to transform the business from offline to online during COVID-19)📌 Helping small businesses understand the customers’ needs and how to use insights to create better services and digital products📌 Writing a chapter about service design in small businesses in the book "How to run a business in the face of crisis" (2020)

Warsaw, Mazowieckie, Poland

I have built and implemented partnerships with: Google, YouTube, Facebook, MasterCard, PayPal, UPS, Stroer, Volkswagen.--> designing and implementing a customer-oriented communication and marketing strategy for live streaming of the national annual fundraising (we collected £24 000 000 in one day), and Pol’and’Rock Festival (700 000 people), European ranked, +10 years experience--> collaborating directly with Facebook to create a live stream donation (for the first time in Poland) managing teams (reporters, editors, online streaming, developers, graphic designers (40 people) (+9 years experience)--> permanent cooperation with various stakeholders, departments, subcontractors, external agencies, public services--> organising conferences and meetups for a non-governmental organisation in Poland on digital transformation, communication and strategyDuring this time, I have developed the following skills: ✅ building and managing an agile team ✅ creating an environment open to communication and creativity✅ cooperating with internal and external stakeholders✅ a strong sense of responsibility and empathy

Poland

Together with Majka Lipiak, we founded a startup for people with mobility disabilities to help them find remote work in large corporations in Poland. Based on research, we created a special test to generate the best connections between an employee candidate and an employer.📌 Designing a fitting test (an algorithm) to match unemployed people with disabilities and employers 📌 Coordinating the delivery and implementation of the MVP 📌 Designing the research and drawing up a report about employment of people with physical disabilities from the employer's perspective📌 Facilitating workshops with internal and external stakeholders to understand their needs and create an MVP based on results

📌 Creating the company's new brand (name, logo, sign book)📌 Designing and implementing a complex customer-oriented strategy (product, services, marketing, business)📌 Implementing a new way of thinking about customers (HCD) inside the company (education across the organization)📌 Creating a new online experience for customers (CX), designing a new website (e-commerce), caring for UX. After applying those changes, sales and productivity increased by almost 70%

Warsaw, Mazowieckie, Poland

Certificate, Philosophy

Service Design, Postgraduate

Activities and Societies: Project: E-receipts analyzing data app for the Polish Ministry of Economic Development

Master'S Degree, Polish Language And Literature

Licentiate Degree, Polish Language And Literature

Education record

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