Poland
Most systems don’t fail because of technology. They fail because people don’t understand them, don’t trust them, or don’t feel supported while using them. Over the years, working with customers, teams and candidates, I’ve seen how much friction can exist between tools and people. Confusing onboarding, silent processes and great products losing value simply because the experience wasn’t designed with humans in mind. I work at the intersection of Customer Experience, onboarding and SaaS systems, helping teams turn complex tools into clear, supportive journeys people actually want to follow. I’m most effective where structure meets empathy. I design onboarding and enablement processes, translate complex product logic into human language and work closely with product, tech and business teams to support adoption and long-term engagement. I’ve worked on global, cross-market projects for brands such as IKEA, Santander Bank, Nationale-Nederlanden and WOŚP, coordinating collaboration between clients, product and technical teams to deliver complex projects in a clear and structured way. My work naturally sits between Customer Experience, Onboarding and People Experience, because at the end of the day all three are about how people experience systems and processes. Recently I’ve also started exploring the topic of human experience and everyday wellbeing in collaboration with Fundacja Szczęśliwsi, where we look at happiness not as a slogan, but as a process built through small, repeatable steps in everyday life. Because whether we talk about products, systems or daily habits, it often comes down to the same thing: How do people experience them? And that’s the space where I enjoy working the most.
At Vintom, I work at the intersection of Customer Experience, onboarding and SaaS delivery, helping clients and teams turn complex, data-driven technology into clear and engaging user experiences. I lead end-to-end personalized video projects and collaborate with creative, technical and client teams to design solutions that support onboarding, retention and customer engagement. Key responsibilities & impact • Lead global, multi-market personalized video projects for brands such as IKEA, Santander Bank, Nationale-Nederlanden and WOŚP, coordinating creative, technical and client teams. • Design personalized user journeys and communication flows across video, landing pages and email campaigns in B2C and B2B environments. • Facilitate discovery workshops and translate client needs into scalable personalization solutions aligned with business goals. • Manage end-to-end project delivery, aligning business expectations with technical possibilities. • Translate complex data logic and personalization rules into clear, human language for both clients and internal teams. • Improve onboarding, QA and delivery processes to bring clarity and structure to complex personalization workflows. This role required balancing structure and flexibility while ensuring that both clients and internal teams felt supported throughout the entire project lifecycle.
Worked in a client-facing SaaS environment supporting B2B and B2C customers in onboarding, adoption and effective use of a marketing automation platform. Key responsibilities & impact • Supported clients in onboarding and day-to-day use of the SARE platform, translating business needs into clear automation and communication workflows. • Designed and optimized data-driven email, SMS and survey campaigns supporting customer, employee and internal communication processes. • Acted as a trusted point of contact for clients, providing multilingual support (PL / EN / ES) and explaining complex CRM and data concepts in a clear, human way. • Collaborated with product, IT and marketing teams on UX improvements, system testing and communication clarity. • Helped clients better understand and adopt marketing automation tools through structured guidance and user-focused communication.
Supported day-to-day service operations by coordinating schedules, maintaining CRM data and managing student communication. Built strong, student-centered support processes through clear communication and organization.
Supported international education projects through content creation, CRM maintenance (Salesforce) and multichannel communication. Gained hands-on experience in user-focused communication and process support across B2B and B2C environments.
Created and coordinated social media content, working closely with design and PR teams to ensure consistent brand communication. Supported brand voice development and user-focused messaging in lifestyle and education projects.