Available for work
UX & Service Designer, Researcher & Strategist
01 Professional
I bridge the gap between user needs and business goals through evidence-based design. My process combines rigorous research methods with creative problem-solving to deliver experiences that are both intuitive and impactful.
With over 8 years in UX and service design, I've worked across fintech, healthcare, and enterprise SaaS — helping teams align on strategy and build with confidence.
Tools I use
Design is not just what it looks like — design is how it works. — Steve Jobs
02 Portfolio
Selected projects from the past several years. Each one a different challenge, same commitment to craft.
2024
UX Strategy
Architected a GPT-4 powered reporting automation pipeline that collapsed financial reporting cycles from days to hours. Led UX for Snowflake migration and DesignOps standards across 30+ product lines.
2012
UX Strategy
Orchestrated the complete digital overhaul of LordAbbett.com—one of the oldest U.S. mutual fund companies—delivering an investor-focused platform and component library.
2015
Product Design
Redesigned developer experience for the Watson ecosystem; designed the Bluedot assistant and support tools. Conducted 200+ client interviews to define cognitive UX standards.
2014
UX Design
Led UX for the $500M+ Common Core Standards initiative with Apple—responsive, student-centered mobile/web solution adopted by millions of educators and students nationwide.
2013
Service Design
Led UX for GLG's internal search and expert-matching ecosystem. Designed 3D network visualizations and high-security consultation workflows for global clients.
2020
Service Design
Architected multilingual IBM Watson chatbots for the world's largest payroll platform. Automated 80–90% of customer inquiries and slashed live-agent load by 80% within months of launch.
03 Experience
Lead high-stakes strategic engagements for global nonprofits and enterprise organizations, focusing on Service Design, AI Product Strategy, and Complex Systems Architecture. Partner with C-suite stakeholders to transform ambiguous requirements into scalable, data-driven product roadmaps. Notable engagements: UNICEF (global analytics platform, 200+ data sources, 150+ countries); Jewish National Fund (donation transparency and loyalty ecosystem); The Juilliard School (digital experience redesign).
I worked on a number of financial projects, including redesigning software for Credit Card Management back office, and an AI automation for CFO back office.
I designed on a number of customer support chatbots powered by IBM Watson AI. Those chatbots were deployed in multiple countries and supported several languages.
I managed a team of designers, researchers and data scientists. Work was mainly focused on e-commerce, international payment systems and machine learning components.
I mainly worked on IBM Bluemix which is the cloud tool used to connect to Watson and other services from IBM and 3rd party vendors. Another area of my work was support system for IBM Watson clients. I also developed a lean research procedure for the use in Agile sprints.
I led UX practice for this one of the biggest think tanks in the world. Projects included work on internal search engine, compliance workflows, on-boarding procedures and a lot of other interesting tools.
I headed UX for all financial projects in the agency. The biggest project was a complete revamp of digital presence for Lord Abbett, one of the oldest mutual firms in the world.
Contact
Get in touch. Please contact me if you would like to learn more about my experience or just to chat.
pawel@disruptiveexperience.com
Tel: +1 646 464 1493