Tracy Tan

Hands-on Design Lead (later Senior Design Lead) across several areas, including Central Design, Delivery, and Customer Support for team size from 5 to 15 across mobile app and web.

• Led the redesign and re-platforming of delivery, support, chat, and design system into one AI-native global platform serving 8 million users across 40+ countries and three brands (Deliveroo, DoorDash and Wolt) during company merger. Personally responsible for the strategy and end-to-end prototypes that secured alignment on the direction among the executive teams of all three companies. Delivered ahead of schedule in six months, improving quality, consistency, and speed to market.

• Inspired by game design, initiated and led the delivery product’s evolution into a broader gig platform and personally defined and designed the vision. Reimagined pricing and logistics ML model with cross-functional partner, and created a scalable design architecture and language with functional partner to support the vision. Shipped the new Delivery Mobile App and Fleet Management Web platform with the product teams, increasing CSAT and contributing €21 million in annual savings.

• Raised design quality as the team lead through hands-on design, critique, and mentoring, while establishing AI-enabled workflows, training, and shared infrastructure.

Player-coach for a small team responsible for Klarna’s unified consumer mobile app overview and experience framework across banking, cards, payments, and personal finance.

• Personally designed and expanded the banking experience from 3 to 25 markets, supporting the launch of six fintech products.

• Defined product principles and a scalable UX framework backed by research and data and adopted by 40 banking teams.

• Led the redesign of Klarna’s consumer-app design language in partnership with Brand and evolved the design system.

• Managed and coached 1–3 designers, with every direct report earning a promotion while on the team. Helped establish separate IC and management career tracks and supported company-wide design hiring.

Led Klarna’s first personal finance and Open Banking experiences across app and web in a cross-functional team.

• Designed and launched Financial Overview from 0 to 1, including budgeting tools, spending visualizations and Money Story, reaching 200,000 users.

• Translated market-specific Open Banking regulations into clear customer journeys, working with local technology providers on implementation.

• Expanded beyond Banking to support Klarna’s company-wide consumer platform, creating its first web design system and a reusable foundation for consumer products across Klarna.