Head of Design for Financial Services at Shopify, including Banking, Lending, Spend Workflows, Security and Billing.

Craft lead for Financial Services @ Shopify

• Championed a UX-led test enabling backup payment methods for merchants. Resulted in a 6% reduction in involuntary churn and savings of $10MM+ /yr in subscription revenue.

• Interviewed 10 of Shopify’s largest merchants ($50MM+ in annual revenue) to shape the design of a billing experience tailored for the 25,000 largest subscribers.

• Conducted concept testing with dozens of participants and redesigned the offer page for Shopify’s flagship credit card, incorporating clearer IA, and engaging CSS 3D animation which led to a 35% increase in applications.

• Designed an elegant billing experience for 100k+ multi-store merchants under a 3-week deadline with senior leadership recognition.

• Championed a complicated migration of over 25 critical risk and KYC (Know Your Customer) messages across 6 financial services products to a new merchant messaging system which avoided disruption to thousands of merchants and earned a presentation at the company town hall to 2,000 people.

• Contributed directly to experience strategy and testing plans with Product, Data and Marketing which led to top line growth of 59% in originations.

• Launched a native Android and iOS app for borrowers with an average rating of 4.8 on both app stores and 500k+ downloads.

• Launched zero-to-one credit card product shaped by mixed-methods research which exceeded first-year growth targets by 100% .

• Grew the UX team from 4 to 10 employees across content design, product design and research, with zero attrition during my tenure.

• Established several design rituals including a continuous research program, regular critique, retros, design QA, and design sprints.

• Co-led a site-wide accessibility audit to establish compliance with WCAG 2.1 AA standards and create a company accessibility policy.