Transforming Customer & Category Experience at Global Scale

Eryk Orłowski — Experience Lead · Product Strategy · AI-driven CX

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Strategic Leadership in Digital Transformation

Experience That Drives Results

In today's rapidly evolving marketplace, successful customer experience isn't just about interface design—it's about orchestrating comprehensive transformations that align business objectives with genuine user needs. My approach centres on creating scalable, data-driven solutions that deliver measurable impact across complex enterprise environments.

With over two decades of leadership in UX, product strategy, and digital transformation, I've consistently delivered results for global organisations navigating the intersection of customer expectations and business growth. From financial services to telecommunications, pharmaceutical to media sectors, my work has shaped how leading brands connect with their audiences in meaningful, profitable ways.

About Me

Two Decades of Excellence

Over 20 years of progressive experience in UX, product design, and digital transformation across multiple industries. Deep expertise in scaling design operations and building customer-centric cultures within large organisations.

Leadership at Scale

Senior leadership roles at ING, Sportradar, and Deloitte, where I've directed cross-functional teams, managed multi-million pound budgets, and delivered strategic initiatives that drive both customer satisfaction and business growth.

Industry Impact

Delivered strategic redesigns and transformation programmes for top financial, telecommunications, media, and pharmaceutical brands, consistently achieving improved customer metrics and operational efficiency.

Strategic Focus

Specialising in design thinking methodologies, AI-driven transformation strategies, and stakeholder alignment processes that ensure sustainable change and measurable business outcomes.

"I place customers at the heart of digital change — turning insight into measurable business outcomes."

Core Capabilities

My expertise spans the full spectrum of customer experience leadership, from strategic vision to tactical execution. These capabilities have been refined through decades of hands-on experience in complex, regulated industries where precision and scalability are paramount.

Customer Experience & Service Design

End-to-end journey mapping, service blueprinting, and experience orchestration across multiple touchpoints and channels.

Agile Product Ownership & Delivery

Strategic product roadmapping, backlog prioritisation, and cross-functional team leadership in fast-paced, iterative environments.

AI & Data-driven Transformation

Leveraging machine learning, predictive analytics, and automation to enhance customer experiences and operational efficiency.

Stakeholder Alignment & Workshop Facilitation

Building consensus across diverse stakeholder groups through structured facilitation and collaborative decision-making processes.

UX Research & Discovery

Comprehensive user research methodologies, from ethnographic studies to quantitative analysis, driving evidence-based design decisions.

Team Leadership & Process Building

Scaling design organisations, implementing governance frameworks, and fostering cultures of innovation and continuous improvement.

Selected Case Studies

These projects demonstrate my ability to navigate complex organisational challenges whilst delivering transformative customer experiences that drive measurable business results.

1

ING Bank — Permissions Management

Led comprehensive workshops and journey mapping exercises to redesign complex permissions workflows. Delivered interactive prototypes that streamlined user flows, resulting in 40% reduction in customer support enquiries and significantly higher feature adoption rates across enterprise banking segments.

  • Cross-functional workshop facilitation
  • Customer journey mapping and pain point analysis
  • Rapid prototyping and validation
  • Measurable improvements in user satisfaction
2

Warta.pl — InsurTech Redesign

Conducted extensive discovery research and stakeholder alignment sessions to transform the digital insurance experience. Through systematic usability testing and iterative design refinements, achieved substantial improvements in conversion rates whilst reducing customer abandonment throughout the policy application process.

  • Comprehensive stakeholder alignment strategy
  • Multi-phase usability testing programme
  • Data-driven design optimisation
  • Significant conversion rate improvements
3

PKO Bank Polski — iPKO Biznes

Directed an 18-month enterprise banking platform redesign, beginning with a comprehensive 3-month discovery phase. Delivered a scalable SaaS banking experience that serves as the foundation for the bank's digital business banking strategy, supporting thousands of enterprise customers.

  • Extended discovery and research phase
  • Scalable enterprise UX architecture
  • Agile delivery and continuous iteration
  • Foundation for digital banking strategy
4

BanqUP / Solarisbank

Architected a customisable SaaS platform specifically designed for SME banking needs. Created modular dashboard systems with integrated analytics and personalisation capabilities, enabling white-label deployment across multiple financial service providers whilst maintaining consistent user experiences.

  • Modular design system architecture
  • Advanced analytics integration
  • White-label scalability
  • SME-focused personalisation features

"Great design is not decoration — it is how trust and adoption are built at scale."

Leadership & Approach

My leadership philosophy centres on building design organisations that can operate effectively within complex corporate environments. This means establishing clear governance frameworks, implementing rigorous review processes, and fostering cultures where creative innovation thrives alongside regulatory compliance and business discipline.

Through mentoring emerging talent and scaling design operations, I've consistently demonstrated the ability to balance user-centric design principles with the practical realities of enterprise-scale delivery. This approach ensures that design becomes a strategic differentiator rather than merely a tactical execution function.

Building Design Organisations

Scaling teams from concept to enterprise-wide implementation

Implementing Review Systems

Governance frameworks that maintain quality whilst enabling speed

Mentoring & Development

Growing design talent and fostering innovation cultures

Balancing Compliance with UX

Navigating regulatory requirements without compromising user experience

Trusted By

Leading global organisations across industries have trusted my expertise to deliver transformative customer experiences that drive measurable business outcomes.

20+

Years Experience

Leading digital transformation initiatives

50+

Projects Delivered

Across multiple industries and markets

100+

Stakeholders Aligned

Through structured facilitation processes

£50M+

Project Value

In transformational initiatives managed

Experience. Strategy. Impact.

Eryk Orłowski — Candidate for Experience Lead Customer & Category, Bayer

Ready to transform customer experiences and drive category growth through strategic design leadership, data-driven insights, and proven enterprise-scale delivery capabilities.

My proven track record of delivering transformational customer experiences across regulated industries, combined with deep expertise in AI-driven transformation and stakeholder alignment, positions me to drive meaningful impact in Bayer's Customer & Category mass markets strategy.

I'm prepared to leverage my extensive experience in building scalable design organisations and implementing customer-centric cultures to help Bayer achieve its ambitious growth objectives whilst maintaining the highest standards of compliance and operational excellence.

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