Driving Compliance, Innovation, and AI Experience Design at Global Scale
Designing Secure and Compliant Global Payment Experiences
PayPal needed to modernize several key financial systems and compliance workflows across international markets, ensuring alignment with evolving IRS, EU, and local government regulations. The challenge extended across multiple regions, tax policies, and verification requirements, while maintaining user trust and seamless experience across mobile, web, and wallet platforms. As Senior Design Lead, I managed end-to-end UX initiatives across regulatory, consumer, and AI-driven products. This included leading design for high-impact programs such as IRS Backup Withholding, Thailand Consumer Licensing and eKYC, Germany Consent Program, Israel Payment System Law, and PayPal’s first AI Agent. My role required deep collaboration with product, engineering, and legal teams to balance regulatory accuracy with usability and scale.
Delivering Compliant, Scalable, and Human-Centered Financial Experiences
I led the ideation, research, and design for PayPal’s global compliance initiatives and the launch of its first AI-powered assistant, enabling the company to operate under updated financial regulations while improving customer trust and efficiency. My work spanned multiple regions and product lines, including designing and testing the IRS 1099K Backup Withholding experience to simplify tax tracking, enhancing wallet visibility to reduce confusion around balance holds, and creating the PayPal AI Agent to introduce conversational support and automation. I also led eKYC and consent programs across Thailand, Germany, Israel, and India, ensuring compliance with evolving government and EU requirements, and supported crypto regulatory flows for the U.S. Indicia project that paved the way for PayPal’s crypto services and the PYUSD stablecoin. Across all efforts, I focused on establishing consistent interaction patterns and messaging across platforms, strengthening regulatory transparency and reinforcing user confidence in PayPal’s global brand.
