About Me
CX Transformation
Lead
Over the past seven years in Service Design and CX, I’ve helped organizations translate insight into action.
I work at the intersection of business, service design, and customer experience, helping leaders and teams:
1. Clarify Experience-Driven Strategy (Business Level):
Defined North Star visions, designed value propositions based on customer insights, and translated business ambition into actionable customer experience principles.
2. Structure Customer Relationships (Journey Level)
Mapped customer journeys and lifecycles, identified friction and service (quality) gaps, and designed service blueprints that connect touchpoints with internal capabilities into meaningful, cohesive experiences.
3. Build Capability (Organizational Level)
Delivered workshops, training, and gamified learning programs that embed CX thinking across teams and empower employees to make experience-informed decisions.
Client Relationship & Business Growth Manager
My path into CX was shaped by years of high-stakes, client-facing work. For nearly seven years, I managed the full customer lifecycle in residential real estate – from first contact to contract execution – navigating the intersection of client needs, business goals, and market dynamics.
I built pricing strategies, developed partnerships, ran campaigns, and ensured premium experiences on large-scale developments. I was the person in the room when clients made some of the biggest decisions of their lives.
Let’s talk
Overall, I’ve led multi-market discovery research, mapped journeys and blueprints, developed value propositions for complex customer segments, and facilitated alignment across cross-functional teams and stakeholders.
If you’re looking for someone to lead your CX transformation as a working strategy, build your team’s CX capability, or translate complexity into clear product or service direction, let’s connect.
What My Clients Says
It was a pleasure collaborating with Marta at Fixly and OLX Services, where she supported product discovery as a UX researcher. Marta’s preparation and facilitation of service providers’ segmentation workshops were invaluable in guiding our cross- functional teams toward a deeper understanding of our user base.
Senior Product Manager
I had a pleasure to work with Marta in a large scale user insights & concept validation case done in four marketsL Finland, Sweden, Russia and Poland. Not only did Marta grasp the complex brief & methodology perfectly and take the lead in organising and conducting the sessions in Poland, she went the extra mile to provide much needed context for our Finland-based client to understand the cultural nuances behind the findings during the synthesis workshop in Finland.
Senior Product Designer
I worked with Marta in the same Research Team […]. Marta has very positive approach to research work and discovering new topics. Her attitude is very user and human centric. I also value very much her workshop facilitation skills.
Marta has strong opinions and is not afraid of sharing them among team members and stakeholders. I recommend working with Marta.
Senior CX Researcher
“Wonderful workshops – very well conducted using real examples. Marta’s knowledge is vast – thank you.“
“Great atmosphere, well-chosen topics, and an engaging, energetic facilitator who presents the subjects in an interesting way.”
CX capability building workshop
“Interactive training with a lot of practice and minimal theory. The topics discussed are highly relevant and useful for daily tasks.”
“Each participant has the opportunity to express themselves and practice individually. Everyone has a chance to contribute, exchange opinions, and share experiences.”
CX capability building workshop
Stay In Touch
marta@invisiblestudio.pl