# Karenina Susilo > I turn ambiguity into clarity and empower teams to thoughtfully design and ship high impact products | ex-Clover, SAP, eBay, Yahoo! Location: San Francisco Bay Area, United States Profile: https://flows.cv/karenina I’m a design leader with 20+ years of experience designing and shipping high-impact products across E-commerce, fintech, POS systems, AI digital assistant for SMBs and enterprises. I spent the early part of my career at Yahoo! and eBay working on their e-commerce products, and in the most recent years, leading design teams at companies like SAP and Clover. I partner with executive teams to turn ambiguity into clarity, build scalable design frameworks, and mature design teams to solve real-world problems rooted in deep understanding of business and people. I bring authenticity, curiosity, and accountability into every team I lead—providing a safe space for team members to do their best, encouraging questions, learning and continuous feedback, and holding the bar high for thoughtful design. At Clover, I led a 12-person design team of product designers, content designers, and design managers during a period of rapid growth. My team focused on improving the merchant experience across transactions, order management, business insights, financial management, and point-of-sale (POS) systems. We streamlined critical workflows, reducing inventory onboarding for new merchants by 75%, and built a design framework that can adapt to specific use in Restaurants, Services, and Retails. At SAP, I focused on modernizing enterprise software for Sales tools to improve CPQ (Configure, Price, Quote) process, warehouse management, accounting, and solar energy. I led and facilitated workshops with RedBull to redesign its annual marketing planning tool - launched to 89 countries, and with Nestlé to streamline its global accounting process during month-end closing. Later, I led a design team that created SAP’s first Conversational User Experience framework and digital assistant, including its dialog model, personality, and best practice guidelines. Domain expertise: • Accounting, CPQ, warehouse management, marketing planning for Enterprises • Point-of-Sale (POS), business management for SMBs • Fintech and payments • AI digital assistants • E-Commerce and subscriptions ## Work Experience ### Board Member of Southwest YMCA @ YMCA of Silicon Valley Jan 2025 – Present ### Design & Product Experience Consultant @ Independent Jan 2025 – Present I specialize in product and design transformation, partnering with executives to define vision, align cross-functional teams, and build intentional AI-powered experiences. I help organizations improve product outcomes, evolve design processes, and strenghten team maturity. Select clients include: Stealth AI startup • Partnered with the founder to define product strategy and lead 0 to 1 development of a simple, supportive AI-driven experience for senior citizens managing daily life. • Integrated AI tools (including Lovable, Claude, Stitch, and Descript) into the design process to accelerate ideation, iteration, and prototyping. • Designed and built a functional web app from scratch in under a month to enable early user testing, generating insights that informed product direction and rapid iteration. Intuit Mailchimp • Advised design and cross-functional leaders on strengthening design organization and best practices to scale impact. • Drove the evolution of Mailchimp toward an AI-powered, omnichannel campaign platform by establishing strategic clarity, advancing initiatives, and mobilizing teams. ### Senior Director of Product Design @ Clover Jan 2022 – Jan 2024 | Sunnyvale, California, United States Partnered closely with Director & VP- level peers in cross-functional teams to influence, define and execute experience strategies that support Clover’s business goals and help merchants operate and grow. Under my leadership, my team shipped products that contributed to Clover's 29% YoY company’s revenue growth and $313 billion of GPV in 2024. Led the team to successful launch of intentional products, including new payment flow for Clover POS, 0-1 experiences for Compact payment terminal, self-service kiosk (22% monthly sales growth), AI-powered inventory onboarding (reduced time to onboard by 75%), sales reports, and financial management. Successfully influenced leaderships to expand Clover’s design system for its point-of-sale (POS) devices. The design system is now implemented on Clover’s over 1 million devices, and its mobile apps used by 20% of Clover’s merchants. ### Director of Product Design @ Clover Jan 2019 – Jan 2022 | Sunnyvale, California With other design leaders, formed a sustainable design organization that could scale with business needs and developed a clear framework for professional growth. Successfully tripled the team size through intentional hiring and internal transfers to ensure balance mix of skills and levels. Led a team of product designers responsible for transaction experience across all platform including Clover’s POS devices, mobile and tablet apps, and website. Despite the pandemic, my team successfully launched several products including online ordering, Invoices (increased CNP rate by 5 points), Kitchen Display System (KDS), and redesigned inventory management. Established closer collaboration between software and hardware teams to create a holistic experience that blended physical form factors and digital products. I provided feedback and insights that were incorporated into iterations of the latest generation of Clover’s POS, Mini 3 and Flex 3, now out in the market. ### Director of User Experience Design @ SAP Jan 2018 – Jan 2019 | Palo Alto, CA Led a team of 8 designers in U.S and Germany responsible for defining and designing frameworks for Conversational User Experience for SAP’s AI digital assistant, which included: • Dialog model that governed how digital assistant processed user intents and responded to disambiguation. • Digital assistant personality that defined appropriate personality traits expected by business users. • Comprehensive guidelines accessible to SAP’s subsidiaries that hosted useful information and recommendations to create their own chat bot. ### Principal User Experience Designer @ SAP Jan 2015 – Jan 2018 | Palo Alto, CA Design lead in multiple projects across domains including Sales, CPQ, Accounting, warehouse management, asset management, and solar energy. Led and facilitated co-design efforts with SAP’s clients, including RedBull to redesign its annual marketing planning tool - launched to 89 countries, and with Nestlé to streamline its global accounting process during month-end closing. ### Senior Director of Design and Product Manager @ Citrus Lane Jan 2013 – Jan 2015 | Mountain View, CA Citrus Lane was a 20-people startup offering a monthly subscription service of age-appropriate educational toys for toddlers. As its first Product Designer, I connected the digital and physical experience and owned end-to-end design and product management of Citrus Lane e-commerce mobile app. • Researched and design educational activities for toddlers that encouraged hands-on activities and fun discovery. I developed concepts to re-use packaging box for coloring, learning shapes and numbers, tracing, and create dioramas. • Owned, designed and managed the creation of Citrus Lane’s first iOS app, from product strategy and definition of the app to designing and managing the development of the entire end-to-end experience. The app contributed 10% of revenue with almost no marketing budget. ### Principal User Experience Designer @ Deep Dive Design Jan 2011 – Jan 2013 | San Francisco Bay Area Partner with and provide clients with professional help in identifying product strategy, product design and user experience design within problem space that includes, but not limited to, textbook rental, education, e-commerce, social travel, social commerce, and communication. Clients include: Chegg.com, Joyus.com, Uptake.com (acquired by Groupon), eBay, and Yahoo! ### Principal Designer @ eBay Jan 2010 – Jan 2011 Built the entire eBay Green Box program from scratch: • Starting from ideas on sketching paper • Designed the system and product • Built relationship with a team of designers, product managers, and engineers who donated their time • Partnered with eBay Green Team to secure executive support funding, and build relationship with manufacturing. • Designed the box concept and prototype. • Worked with consultants and agency for graphic design. Learn more at: http://thebox.ebay.com eBay Green Box launched as a pilot with 100K boxes in circulation and featured in several media including: https://www.greenbiz.com/article/power-one-ebay http://www.greenbiz.com/news/2010/09/02/ebay-gives-away-100k-reusable-green-shipping-boxes-sellers ### Lead Interaction Designer @ eBay Jan 2007 – Jan 2010 • Partnered with multiple project stakeholders, including Product Management, Engineering, Research, in identifying, planning, designing, and executing large projects that span multiple work stream. • Led Product Discovery working sessions with stakeholders to deliver overarching product vision using product design approach, which include but not limited to, sketching, storytelling, storyboarding, persona creation, and prototyping. • Led and drove dedicated UED teams that include User Researchers, Content Strategists, Visual Designers, and Prototype Engineers. Represented UED in functional leaders meetings, executive reviews, and product presentations. • Mentored junior designer by working with and advising them in several projects. Provided ideas, critique, and encouragement on their design process and work. • Drove product innovation by dedicating time to work on and to gather support for off-roadmap projects, which took first and second place in eBay’s internal product innovation competition (known as SkunkWorks) in March 2009. • Co-inventor of 2 products filed in the U.S. Patent Office. ### Senior User Interface Designer @ eBay Jan 2005 – Jan 2007 ### Interaction Designer @ Yahoo! Jan 2002 – Jan 2004 ### Merchandising Designer @ Yahoo! Jan 2000 – Jan 2002 ## Education ### MA in Learning, Design, and Technology Stanford University ### B.S in Journalism with concentration in Creative Advertising University of Oregon ## Contact & Social - LinkedIn: https://linkedin.com/in/kareninasusilo - Website: http://kareninasusilo.com --- Source: https://flows.cv/karenina JSON Resume: https://flows.cv/karenina/resume.json Last updated: 2026-04-08