Design DRI, payments & billing platform

• Led the end-to-end redesign of HubSpot’s enterprise billing and payments experience to eliminate fragmented customer journeys and platform inconsistencies. Partnered with Product, Engineering, Legal, Finance, and Operations to define a scalable payments strategy, resulting in a 53% reduction in customer friction and a 22% reduction in monthly operational costs.
• Owned UX strategy and product discovery for complex payment workflows by leading customer research, behavioural analysis, service blueprinting, and usability testing. Synthesised insights into roadmap priorities that increased quarterly strategic initiative delivery by 20%, reduced delivery risk, and accelerated product validation by 80%.
• Established reusable interaction patterns and scalable design standards across the payments platform, improving design consistency, reducing duplicated design effort, and enabling faster feature delivery across multiple product squads.
• Led cross-functional alignment across Product, Engineering, Design, Legal, and Operations, resolving delivery dependencies and ensuring successful execution of strategic payment initiatives while maintaining roadmap commitments.
• Strengthened design maturity across five product teams by leading design critiques, mentoring designers, and establishing consistent design review practices. Integrated AI-assisted workflows into research, synthesis, ideation, and prototyping, reducing discovery time by 20% while improving design quality and accelerating concept generation.
• Influenced VP and executive stakeholders through strategic storytelling, customer insights, prototypes, and business cases, securing alignment on platform investments and long-term payments strategy while driving organisation-wide adoption of customer-centric design decisions.

• Led UX strategy and end-to-end product design for enterprise transaction banking platforms, modernising payment experiences while supporting long-term platform evolution across complex financial ecosystems.
• Defined scalable payment journeys by balancing customer needs, regulatory requirements, operational constraints, and technical architecture to improve usability and platform resilience.
• Influenced product strategy through customer research, journey mapping, usability testing, and cross-functional collaboration, enabling evidence-based product decisions across Product, Engineering, Business, and Operations.
• Simplified enterprise payment workflows through systems thinking and service design, improving transparency, operational efficiency, and customer confidence across critical financial experiences.
• Strengthened design governance by evolving reusable interaction patterns and improving consistency between design and engineering implementation across enterprise products.
• Planned platform capabilities with a long-term strategic perspective, ensuring product investments aligned with evolving customer needs, business priorities, and scalable architecture.
• Influenced executive and cross-functional decision-making through workshops, design reviews, and strategic product presentations that aligned distributed teams around shared priorities.

• Led discovery and experience design across enterprise mobility, retail, AI, and FinTech initiatives, combining customer research, systems thinking, and service design to shape product direction.
• Facilitated stakeholder workshops, customer interviews, usability studies, and opportunity mapping to define product strategy and improve user experiences.
• Redesigned enterprise workflows and internal platforms, simplifying operational complexity and improving usability across business-critical applications.
• Collaborated with multidisciplinary teams to explore AI-powered customer experiences and emerging product opportunities.