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Hello. I'm Thomas.

I’m a curious, strategic design leader who pushes boundaries, elevates craft, and builds strong teams.

I love what I do.
Sketched

Transformative Impact

Over the past 15+ years, I’ve been lucky enough to work with incredible partners around the globe, leading design teams that delivered innovative solutions, driving business success, and raising the bar for craft, all while nurturing a culture of innovation. you can find expanded details for each of these in About Me ➜

1

Scaling Design Teams and Driving Innovation

I’ve led and scaled design teams at PayPal and Intuit, growing from 8 to over 60 and 3 to 46 respectively, embedding human-centric design and driving transformative initiatives.
2

AI-Powered Solutions & Revenue Growth

At PayPal, I spearheaded an AI-powered recommendations engine that increased revenue by $53M+, enhanced user engagement, and boosted account creations by 74% and activations by 33%.
3

Omni-Channel and Human-Centric Experience Design

At Realtor, PayPal, and Intuit, I led omni-channel design strategies that transformed complex user journeys into seamless experiences, significantly enhancing user engagement and driving substantial business growth.
4

Cross-Functional Collaboration and Strategic Vision

Throughout my career, I’ve fostered cross-functional partnerships that aligned design visions with business outcomes, notably launching PayPal’s Commerce Platform, which boosted conversion rates by 34%.
5

Optimizing Merchant and Partner Experiences

Since 2019, I’ve spearheaded PayPal’s Partner Experience, significantly boosting revenue with innovations like the Holds Drawer and enhancing the No-Code Payment System, which collectively improved merchant engagement and conversion rates.
6

Human-Centric and Inclusive Design Solutions

I’m committed to designing inclusive solutions that enhance user experiences, as evidenced by my work at PayPal where I rebranded the Insights Dashboard, boosting Monthly Active Users by 70%, and increased engagement by 30% through optimizing the progress bar visualization.

Case Studies

Intuit Flexible Payments 1

Flexible Payment Solutions

Invoicing was hindered by outdated systems and thinking, resulting in delayed payments and inefficiencies in managing cash flow. We changed it to be a flexible, intuitive model that aligns with modern business operations leading to boosts in user satisfaction and conversion rates.

PayPal Landing Page North Star

Small Business Merchant Platform

The fragmented PayPal Merchant Platform hindered growth. We redesigned it with a unified, scalable architecture and tailored onboarding, enhancing user engagement and accessibility for businesses of all sizes.

Realtor.com Homepage

Realtor Redesign and Rebrand

The redesign of Realtor.com modernized its interface and functionality, significantly boosting user engagement and competitiveness in the real estate market, while enhancing operational efficiency and brand perception.

More case studies

Don’t Panic

Designing Your Career PathCoachingFeaturedDesigning Your Career Path
February 9, 2024

Designing Your Career Path

Explore the Designer Growth Framework, which details four developmental phases—Developing, Proficient, Accomplished, Mastered—each designed to enhance skills, impact, and alignment with organizational goals. Perfect your journey from personal growth to…
Thomas Carroll 0
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Charting Your CourseCoachingFeaturedCharting Your Course
February 12, 2023

Charting Your Course

Know your personal growth roadmap within your organization. Though your manager guides and your peers support you, it's ultimately your path to shape and control.
Thomas Carroll 0
Love3
Beyond ReadinessLeadershipCoachingFeaturedBeyond Readiness: The Factors Behind Promotions
December 14, 2022

Beyond Readiness: The Factors Behind Promotions

Navigating the promotion landscape requires more than readiness; it's a complex interplay of business needs, role expansion, budget considerations, and strategic positioning. This guide offers actionable insights to align your…
Thomas Carroll 0
Love1
More mostly harmless musings

Coaching Services

Sketch of a group

Not looking to hire me? Explore my coaching services, where I dedicate myself to nurturing the next generation of design talent—free of charge. I believe in empowering each individual to enhance their skills, think strategically, and lead confidently, filling crucial gaps in our industry. Join me in this enriching journey to elevate your design prowess.

For organizations seeking a more tailored approach, I also offer specialized consulting services. We can collaborate on team workshops, strategic design alignment, or custom leadership training—designed to align with your company’s specific goals and challenges. Let’s discuss how we can elevate your team’s capabilities and drive impactful business outcomes together.

Schedule Coaching
Thomas Presenting
Thomas W Carroll Speaking at the PayPal UX Summit as part of the leadership panel. This panel discussion included strategies and frameworks for growing and attracting talent, using  thoughtful design to drive business impact, and using storytelling to influence investments in design.
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