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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 also try to be a decent human.

Goodness! Looks like willhavebeen is taking a break.

If you’re looking for my portfolio, it went down fighting but sadly lost to file corruption—don’t worry, a new version with refreshed case studies is in the works. In the meantime, I’ve added this one-pager so your visit isn’t a total bust. Let’s grab a coffee, chat design, or brainstorm something game-changing; reach out at tcarroll@gmail.com, text me at (323) 445-5008, or click the big red button to schedule a time! —Thomas

Sketch of a paint can
Sketch of Thomas W Carroll holding up hand

I’m a Senior Design Executive with a proven history of driving transformative business outcomes. I am an expert at scaling teams, implementing omnichannel and AI-driven strategies, and cultivating a culture of innovation. My passion lies in creating inclusive, purpose-driven experiences that deeply engage users and boost revenue. At the heart of it all, I’m a devoted husband and father, which shapes both my approach to leadership and my outlook on life.

Thomas W Carroll

Product Design Expert and Strategist | Commerce & Payments Specialist
linkedin.com/in/thomascarroll  |   (323) 445-5008  |   tcarroll@gmail.com  |  www.willhavebeen.com

Professional Summary

Experienced Senior Product Design Executive with 15+ years leading global design initiatives and driving transformative business outcomes. Proven expertise in scaling high-performing teams, delivering omni-channel and AI-driven product strategies, and fostering a culture of innovation. Passionate about creating inclusive, human-centric experiences that drive engagement, elevate brand presence, and generate significant revenue growth. Skilled in aligning cross-functional teams with business objectives to deliver purpose-driven solutions across diverse industries, including FinTech, eCommerce, and real estate.

Areas of Expertise

  • Design Leadership & Strategy
  • AI-Driven Product Innovation
  • User-Centered Design Strategy
  • Omni-Channel Design Excellence
  • Strategic Vision & Execution
  • Cross-Functional Leadership
  • Commerce & Payments Strategy
  • Team Building & Mentorship
  • Revenue Growth through Design
  • Inclusive & Accessible Design
  • Craft and Storytelling Elevation
  • Vision & Narrative Incubation

Professional Experience

PayPal

San Jose, CA  | 2018-Present  |  PayPal is a global leader in digital payments, providing innovative financial solutions and seamless transaction experiences for individuals and businesses worldwide.

Senior Director of Global Design (Oct 2019 to Present)

  • Expanded the design team from 8 to 60+, driving omni-channel experiences for SMB, Partner, and Enterprise users across PayPal’s Merchant Platform, Native App, Checkout, Growth & Activation, Reporting, and Developer Portal.
  • Championed omni-channel strategies across multiple business units, driving design transformation and delivering measurable growth across SMB, Partner, and Enterprise verticals.
  • Transformed onboarding and lifecycle experiences from a series of wizards to a unified platform experience, integrating digital and in-store design elements.
  • Implemented new information architecture, navigation systems, and a hubs-based framework to enhance scalability, wayfinding, and user-centric design.
  • Revitalized step-up guides, setting high standards for design excellence and advancing design culture with clear expectations and growth strategies for designers.
  • Achieved a 74% increase in account creation, 33% boost in activations, 3.7% rise in net-new-active users, and generated $53M+ in incremental revenue through innovative design solutions.

Director of Design, Small Business Platform (Nov 2018 to October 2019)

  • Led the strategy and migration of the SMB experience to the PayPal Commerce Platform, focusing on integrated services and omni-channel design.
  • Launched PayPal’s app store and machine learning-based recommendation engine, driving innovation and enhancing user experiences.
  • Fostered a culture of experimentation, encouraging designers to push boundaries and learn from both successes and failures.
  • Increased product usage from 1 to 5+ integrated solutions, improved homepage engagement by 93%, boosted activation by 36%, reduced development costs by 80%, and drove $35M in incremental revenue.

Intuit

Mountain View, CA   |   2015-2018   |  Intuit is a global financial technology company known for its leading products in personal finance, accounting, and tax preparation, including TurboTax, QuickBooks, and Mint.

Director of Design, E2E Global Money (February 2016 to November 2018)

  • Managed design for Payroll, Payments, and Capital, growing the team from 3 to 46, and enhancing omni-channel and human-centric design practices.
  • Refined payments with a focus on “right-for-me” relationships, emphasizing trust and user experience over traditional invoice processes.
  • Contributed to a monthly charge volume of $1B and a 35% increase in active merchants through innovative and user-centric design solutions.

Head of Design, Global Payroll (October 2015 to February 2016)

  • Redesigned payroll experiences from web-based tables to card-based native interfaces, significantly improving user engagement.
  • Resulted in 88K new SMBs and generated $1.27M in quarterly revenue by enhancing user experience and driving business growth.

Realtor.com (Move, Inc.)

Santa Clara, CA   |  2015-2018   |  Move and Realtor.com provide consumers with the real estate content, decision support tools and professional connections they need before, during and after a move. Move operates realtor.com on behalf of the National Association of Realtors.

Move and Realtor.com provides consumers with the real estate content, decision support tools and professional connections they need before, during and after a move. Move operates realtor.com on behalf of the National Association of Realtors.

Head of Product Design (November 2008 to October 2015)

  • Directed multi-platform strategies and execution, leading to a $1B acquisition by News Corp, showcasing leadership in integrated services and enterprise design.
  • Elevated UX maturity from “Invested” to “Committed,” expanding the design team from 6 to 20 and driving innovation across multiple channels.
  • Enhanced user metrics: 42.28% increase in unique users, 62.19% rise in page views, 7.57% growth in time-on-site, 114% increase in leads per visit, and 13.40% decrease in bounce rate through effective omni-channel design strategies.
  • Standardized design processes, methods, and system libraries, improving consistency and reducing development time.

Senior Manager of User Experience Design  (July 2006 to November 2008)

  • Led user interaction and data visualization strategy, ensuring designs met usability objectives, user requirements, and monetization goals, while promoting human-centric and purpose-driven design.

Education

Indiana State University

Terre Haute, Indiana
  • BS, Mechanical Engineering
  • Minor, Mechanical Drafting and Computer Aided Design
  • Dean’s List

From Farm to Future: Building Business Impact Through Design and Innovation

Or, A Tribute to the Lost Art of Long-Form Storytelling

Adolescence

Sketch of a pigI was born in Iowa and raised on a small pig farm in Rensselaer, Indiana, where life lessons came early. Surrounded by endless chores and the unpredictable nature of farm life, I quickly learned the value of hard work, resourcefulness, and creativity—because when something breaks in the middle of nowhere, you learn to fix it yourself. My early dreams of becoming an English teacher and penning the next great novel were fueled by a love for storytelling. But after churning out enough questionable poetry to wallpaper a barn, I had to face facts: my writing was, well, let’s just say “an acquired taste.”

Guidance from my high school counselor was a turning point. Knowing I’d need to put myself through school, he suggested I consider a career path that could, you know, actually pay back my loans. Enter Mechanical Engineering—practical, structured, and full of opportunity. And, not being a huge fan of math, it was probably for the best that I didn’t fully connect “engineering” with “math” at the time. But as it turns out, I loved the blend of logic and creativity. Engineering gave me a strong foundation in problem-solving and process, but it didn’t take long to realize that what really fascinated me wasn’t just how things worked, but how people interacted with them. That’s when I found my true calling: design.

College and Early Career

I started my career as a mechanical draftsman, designing parts for night vision goggles and submarine towed arrays. One day, I was asked if I’d like to learn to code and become a developer. Sure, why not? I was decent at coding but even better at designing experiences—foreshadowing my future in product design. My journey took me to American Express, where I led front-end development and design teams, introducing design into the organization. But I had made a promise to my wife when I proposed that we’d move to Hollywood so she could pursue her acting career—so, one day, we did.

I built a small agency, threePop, bringing design and front-end teams into companies that lacked them, working with clients like iManage (later acquired by Interwoven). Craving stability, I transitioned to Ameriquest Mortgage, where I learned the intricacies of two-sided networks and enterprise systems—experience that caught the eye of Move, who runs Realtor.com and a variety of other sites.

Disrupting FinTech and eCommerce

At Move, aka Realtor.com, I was brought on to transform how the company approached design. When I started, the design team consisted of just 4 people, and design was seen as something that made things look good rather than as a strategic tool for innovation. Over time, I grew the team to 28 talented designers and researchers, embedding design into the company’s DNA. This shift fundamentally changed how Realtor.com developed products and engaged with users. By raising the bar on craft and strategy, we not only improved customer satisfaction but also increased the company’s value—culminating in Realtor.com’s $1 billion acquisition.

Then came Intuit, where I took on the challenge of disrupting the payments and payroll space. At the time, the design team consisted of just 3 people, but I saw the potential for much more. Over the next few years, I grew the team to 46 designers, scaling our efforts and targeting customer-focused solutions. This work contributed to significant business growth, driving $1B in monthly charge volume. Through innovative design strategies, we made complex financial tools accessible, user-friendly, and impactful for small businesses.

Transforming FinTech and Shaping Culture

Most recently, at PayPal, I took on the challenge of leading global design for the Merchant Platform. I reimagined the platform’s experience, focusing on scalability, user-centric design, and aligning customer intent with business goals. This redesign led to a 33% increase in activations and generated over $53M in incremental revenue. I also spearheaded the integration of omnichannel solutions, leveraging AI-powered recommendations to enhance merchant engagement. My efforts not only transformed the Merchant Platform but also helped solidify PayPal’s position as a leader in seamless financial solutions for businesses of all sizes.

Life Beyond Work

Beyond my design career, family and adventure are at the heart of my life. My wife, Michelle, runs the blog Staying Blonde (stayingblonde.com), which has us constantly exploring new places—and where I moonlight as an editor, writer, designer, and part-time engineer. Together with our two amazing kids, William (16) and Audrey (13), we’ve embarked on countless journeys. Before the kids were born, Michelle and I backpacked through Vietnam and Mexico, and now we continue to share our adventures with them in tow.

This year, we explored Greece and Ireland, while last year took us to Italy. We’ve road-tripped across the U.S. for six weeks, ventured through Costa Rica, and, of course, made regular stops at Disneyland—because who doesn’t love a little magic? Michelle, William and Audrey keep me humble, but they’re also the best travel companions I could ask for, always ready for the next adventure.

The Future

Today, I’m a curious, strategic design leader who provokes what’s possible, elevates  craft, and builds empowered, inclusive teams. When I’m not shaping the future of design, you’ll find me mentoring, traveling, or dreaming up our next family adventure.

As for the future? I imagine I’ll lose a bit more hair, sport a well-loved cardigan, and maybe even embrace socks with sandals. I’ll catch up on all the books and video games I’ve missed, and if the stars align, the D&D campaign I’ve run for 5 years will be celebrating its 20th anniversary. I’ll still be designing and coding—because creating things just for the joy of it never gets old. And, yes, I’ll probably still be writing bad poetry.

But today is not that day. Instead, let’s create something amazing together, shall we?

Testimonials

Kind words from those who know me.

I’m honored to have partnered with exceptional teams and cross-functional leaders to drive success in our projects. The testimonials that follow reflect the mutual trust, collaboration, and shared achievements that have defined my journey in design leadership. From expanding design teams to implementing strategic initiatives, these endorsements highlight the impact of our collective efforts and the strong relationships built along the way.

Savitha Ajitraj

PayPal

Director Product Management

I’ve had the privilege of working with many design leaders, but Thomas truly stands out. His ability to keep the customer at the center of everything while seamlessly aligning design with business objectives is exceptional. Thomas brings a visionary approach to every initiative, simplifying complex concepts, fostering creativity, and elevating the craft of design within his teams. His dedication to excellence, attention to detail, and commitment to empowering others make him a leader I highly recommend to any team looking to elevate their design practice and achieve impactful results.

Thomas is a thought leader who creates engaging user experiences that balance business goals while building strong, collaborative teams. My career as a designer began under Thomas right out of grad school, and I can honestly say I wouldn’t be the designer I am today without his guidance. He’s a great leader and mentor who sees potential in people and helps them grow. Thomas provides the right guidance to keep designers on track, while giving them the freedom to innovate and push boundaries. His personal approach to mentorship is unique, and I’d gladly work with him again.

Peggy Wong

PayPal

UX Design Lead

Guergana Yordanova

Intuit

Chief of Staff

Thomas is a great design leader with deep knowledge of his craft and product. He’s an effective partner to all cross-functional groups, always curious to consider different perspectives and building strong relationships across the organization. As an experienced practitioner, Thomas pushes teams in the right direction and isn’t afraid to do the work himself. He guides his team to do their best by encouraging them to influence their partners, think with design in mind, and communicate effectively. I feel fortunate to work alongside Thomas; his craft and work ethic have inspired teams.

Tom is an incredibly talented and passionate individual and leader. His dedication to the value of user experience design rooted in data and exceptional design for both users and the business exceeds that of most. I had the pleasure of working with Tom and his team at Move. Tom’s enthusiasm was contagious and his encouragement around product dialog throughout the design process made some of our most difficult projects, a project I’d look forward to tackling. As a team member or a leader, Tom earns my highest recommendation.

Nickelle Sletteland

Realtor / Move

Vice President of Marketing

Impact

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.

Over the past 15+ years, I’ve consistently delivered transformative results by leading and scaling design teams, developing innovative, data-driven solutions, and aligning design strategies with business objectives. My work has driven significant revenue growth, fostered a culture of innovation, and enhanced user experiences across global organizations. Whether it’s expanding teams, implementing omni-channel design strategies, or pioneering AI-powered solutions, my focus remains on creating impactful, human-centric designs that resonate with users and drive business success.

15+ years of Product Design Leadership

Proven expertise in leading and scaling design teams across global organizations.

Machine Learning, Right-For-Me, and AI-Powered Solutions

Led the development of an AI-powered recommendations engine at PayPal, driving significant revenue growth and enhanced user engagement.

Omni-Channel Experience Design

Drove omni-channel and human-centric design strategies at PayPal and Intuit, aligning user needs with business goals.

Cross-Functional Collaboration

Successfully collaborated with Product, Engineering, and Executive teams to create unified design visions and strategies.

Team Expansion and Development

Scaled design teams from 8 to 60+ at PayPal and from 3 to 46 at Intuit, fostering a culture of innovation and excellence.

Revenue Growth

Contributed to substantial revenue increases, including $53M+ in incremental revenue at PayPal and $1B in monthly charge volume at Intuit.

Strategic Vision

Developed and executed strategic design visions that met current user needs while anticipating future trends.

Human-Centric Design

Focused on creating inclusive, purpose-driven solutions that elevate user experiences across platforms.

Service Design and Customer Insights

Transformed the information architecture and navigation system of PayPal’s Merchant Platform through deep customer understanding, transitioning to a hubs-based model for scalable platform experiences.

You want me on your team.

Ready to start making magic?