Tracy Tan

Led Central Design, Courier & Delivery, and Customer Support through the integration of Wolt, DoorDash, and Deliveroo, overseeing a global team of 15, including two design managers.

• Led the redesign and replatforming of delivery, support, chat, and design-system experiences into one global platform serving 8 million users across 40+ countries and three brands. Delivered ahead of schedule in six months, improving quality, consistency, and speed to market.

• Personally developed the strategic narrative and prototypes that secured alignment from the CEOs, CTOs, and COOs of DoorDash, Wolt, and Deliveroo.

• Established an AI-enablement program that accelerated design and product development through workflow redesign, training, and shared infrastructure.

Led a 10-person team across product design, content design, and research to transform the platform.

• Redefined the business and product strategy, evolving the courier product from a delivery platform into a gig platform.

• Directed and led the new product design language across interaction, visual design, motion, and content, and built the platform design system from the ground up in collaboration with Brand.

• Reimagined the task and pricing model with Operations and Data Science team to improve courier autonomy, motivation, and satisfaction while mitigating labor-law risk.

• Launched the new experience, increasing CSAT and contributing to at least €21 million in annual cost savings.

Joined as one of Wolt’s first design leads to build the team and establish the operating foundations.

• Built Wolt’s company-wide design operations from 0 to 1, introducing shared planning, hiring, critique, and quality practices across the design organization.

• Grew the Courier & Delivery design team from 3 to 10 across product design, content design, and research.

• Owned the team's rituals, planning, hiring, performance and compensation reviews, succession planning, and team development, including promotions, successful turnarounds, and difficult exits to build high performing team.

• Personally defined the product and design vision, partnering with senior leaders across Operations, Legal, Brand, Product, Analytics, and Engineering to align the organization around a shared direction.

Player coach for a small team responsible for Klarna’s unified customer entry point 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 adopted by 40 banking teams.

• Led the redesign of Klarna’s consumer-app design language in partnership with Brand and evolved the design system used to roll it out beyond Banking.

• 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.