Directed 12 Designers across the Cash App Ecosystem—including Onboarding, Identity, Disputes, and Support—to build trust as a system, not a surface. Transformed “trust” from an abstract priority into a cohesive, experience-wide layer—ensuring customer confidence was reinforced at every moment, in every flow, and on every screen.

# Selected Highlights

→ Enabled Design to drive outsized impact—including $1B+ returned to scam victims, 2× automation gains that reduced operational costs, and a 98%+ success rate in identity verification.

→ Scaled automation 2x by integrating LLM-enabled workflows—such as generative responses and modular content—into support chat experiences, improving resolution speed and support quality.

→ Embedded AI into Design workflows, equipping designers with hands-on playbooks and workshops to use LLMs for faster prototyping, flow generation, and research distillation—accelerating execution and shortening planning cycles.

→ Elevated designers from execution to influence through coaching and upskilling, enabling them to lead cross-functional strategy and shape product roadmaps across high-risk, high-impact domains.

→ Redefined strategic planning with “POVs before PRDs,” a design-led narrative model that drove clarity, velocity, and alignment across 13 trust-critical domains.

Benjamin leads Product Inclusion - a cross-functional team whose charter is to ensure global customers, especially under-served and emerging customer segments, have equitable experiences when using PayPal's products and services.

Selected Highlights

→ Led delivery of PayPal's first inclusive design program - from toolkits to operating model changes and more - that up-skilled creative talent to deliver accessible experiences that resonated with global audiences.

→ Drove design strategy and execution for initiatives like Preferred Name

→ Led strategy and implementation to adapt and evolve 10+ product experiences that protected the company from regulator fines, ensuring we met FCAs guidance and policies for Vulnerable Customers

Resonate is a collective of technology professionals focused on empowering product practitioners - from Researchers to Designers, Product Managers to Engineers - with the insights, playbooks, and coaching needed to deliver experiences that *resonate* with international audiences.

Selected Highlights

→ Founding member of Product Equity Summit, co-hosting inaugural event that brought together Product Inclusion Practitioners across Meta, Uber, PayPal, Airbnb, Google, and more - all focused on creating a cross-industry coalition to up-level the practice of building for inclusion.

→ Drove partnerships with multiple Fortune 500 Companies - from Slack to LinkedIn to Meta, as well as startups including Gusto and work&Co - to deliver coaching to Leadership and Design teams on Design and Inclusion best practices.

→ Introduced AI‑in‑practice modules → faster research synthesis and higher‑fidelity prototypes with less effort.

Led and managed a human-centered, multi-disciplinary team focused on ensuring all guests and hosts have equitable access to amazing trips regardless of race, religion, national origin, disability, sex, gender identity, sexual orientation, or age.

Selected Highlights

→ Designed and led delivery of 50+ experiments to uncover "equity gaps" in product experiences.

→ $1+ Billion dollars directly attributable to experiments designed/delivered

→ Led development of a (modular) learning program, leading to creation of Subject-matter-experts in the design and delivery of equitable, fair, and accessible products.

→ Co-authored novel mechanism to measure race-based disparities in digital experiences.

→ Grew core team 30% during my tenure

Needmade is an invite-only marketplace that connects top freelance creatives with the people who want to hire them. We put the best freelance gigs in the palm of your hand.

Select Outcomes

→ Grew 100k pre‑launch signups; validated market fit and demand from top creatives.

→ Designed and launched the iOS marketplace; improved match quality and reduced time‑to‑hire (directional).

→ Raised seed rounds (SF, Chile, UK) and scaled a lean, metrics‑driven product org to iterate quickly.