Zendesk
Senior product design manager
2024 - Now Copenhagen Workforce management and Quality assurance
Around the end of 2023, Zendesk has acquired another company Klaus to add additional capabilities and to form go-to market notion towards Workforce Engagement management. Klaus is a quality assurance platform that focuses on improving customer support interactions through review and feedback mechanisms. It helps support teams analyze conversations, provide coaching, and ensure consistent service quality.
With Klaus (now Zendesk QA) came a very established UI and UX design team and a design manager. I have joined another product and design organization to help them integrate to Zendesk.
I have spent a lot of time observing how this design organization work, how they split responsibilities between UX and UI designers and how they work with other stakeholders. Interestingly prodev organization was using Shape up methodology coming from Basecamp. I have worked together with a Klaus design manager to establish a new WEM design organization where we share our knowledge, share some rituals and practices. I personally had to learn to let go and learn how to work directly with another design manager. I have worked in design organization redesign to better accommodate business needs and Zendesk design organization, helped to transform UX designers into product designers and detached UI designers to accommodate visual design needs for overall WEM business.
As addition to my 5 direct reports, I directly manage 3 designers (2 ICs and 1 design manager) from that organization. Professionally it has been yet another big learning opportunity to start working with established design teams and start managing managers.
Another focus area for me as a senior product design manager is working with other product design managers in our organization across different products in establishing product design practices such as JTBD framework and helping to enhance and modernise visual aesthetics for Zendesk products starting from unifying global navigation across core products and acquisitions.
Zendesk
Product design manager
2023-2024 Copenhagen Workforce management
In 2023 summer Zendesk has acquired a new company to enhance customer experience with capabilities focused on improving customer support operations. Tymeshift is a workforce management platform specifically designed for customer support teams. It provides tools for scheduling, forecasting, and performance analytics, enabling support leaders to optimize their team's efficiency and productivity.
With Tymeshift acquisition (now Zendesk WFM) I have joined their company to build out product design team, integrate the processes and practices into Zendesk and establish user-centic design practices to enhance user experience and visual design. I have hired and build out the team of 5 product designers, worked with integrating existing product designer into the new ways of working, integrated user experience researcher and content designer into the product and development team. I have worked in establishing processes and practices around user-centric design process, worked with product managers, GTM teams, engineering managers and prodev leadership to show value and advocate for user research, healthier product development cycle, planning process and space for product designers to have a voice and impact on feature development.
I directly manage 5 product designers spanning from entry level to leaded product designer across Berlin, Lisbon and Kraków. I work with my team to help them grow professional, coach them and listen to them so they can do the best work possible and continue advocating for user-centric design process and ways of working.
This has been one of the most exciting, rewarding and challenging years in my professional career. I have learned to work with change management, with variety of personalities and multi level stakeholders. I have learned how to connect business goals and holistic user experience needs and much more.
Zendesk
Product design manager
2021-2023 Copenhagen Knowledge management
I had an amazing opportunity to transition from lead product designer to a product design manager around the end of 2021. I have spend a sizeable amount of years learning and growing as a product designer and I was curious to explore a new career path. We had a small but mighty team of 3 product designers working with Zendesk knowledge management and self-service platform which I directly managed.
I was blessed with this opportunity to explore management track in the product and prodev organisation I knew very well. It has helped me to succeed in situations and challenges I had no experience before.
I have focused on growing my direct reports, coaching them and aligning product management and engineerings management with product design and user experience focused roadmap.
Zendesk
Lead product designer
2020-2021 Copenhagen Knowledge management
Focusing in establishing a knowledge management vision, redesigning and rethinking information architecture for Zendesk Guide. Establishing and driving forward new way of creating and updating modular content blocks. Focused on running user research interviews, unmoderated usability tests and discovery research for knowledge management platform. Working with rethinking Self-service and theming portal experience and user interface.
Zendesk
Senior product designer
2017-2020 Copenhagen Knowledge management
Zendesk
Product designer
2015-2017 Copenhagen Knowledge management
AW Media
Head of design
2013-2015 Copenhagen
Managing and organizing design department, communication and close collaboration with clients and other team members. The majority of the tasks are around online marketing strategies and campaigns for achieving defined goals. Conceptualizing and creating landing pages and campaigns to achieve marketing goals. Banner campaigns and micro site design. Working with company's internal products in terms of creating the design and developing the websites. Creating smooth multi platform experience.
