Pilar
Moreno.
Senior Product Designer & Operations Strategist — shaping products, contributing to team leadership, and building the operational systems that make products succeed and businesses move faster.
Design craft. Product strategy.
Operational leadership.
Ten years driving end-to-end product design and UX across large-scale, globally distributed organizations — while increasingly owning the cross-functional coordination, process design, and operational strategy that makes products succeed and businesses move faster. Consultant at Thoughtworks. Formerly in-house at METRO.Digital.
Strategy and execution in equal measure — ten years defining what gets built, how teams work, and how products create value for users and businesses.
End-to-end product design across B2B and B2C — from discovery and research through to shipped, iterated product. Translating user needs and business goals into experiences that work.
Owning product direction — defining requirements, managing backlogs, driving roadmaps, and aligning cross-functional teams. Bridging design, engineering, and business toward shared outcomes.
Designing and managing AI-powered products — from agentic platforms to AI-assisted workflows. Bringing a human-centred lens to products where automation, trust, and user judgment intersect.
Building the operational infrastructure that makes design teams effective — discovery cadences, handoff protocols, tool governance, and the feedback systems that keep teams aligned and moving.
Translating ambiguous product and service offerings into value propositions, enablement materials, and go-to-market playbooks — managing programmes across global directors, sales leaders, and strategy partners.
Presenting to and writing for director, VP, and near-C-suite audiences — internally and client-side. Building the alignment across product, design, and business that initiatives need to move forward.
Projects chosen to show operational thinking and design craft together.
No defined capability scope. No sales story. No enablement infrastructure. Managed the GTM programme for a global AI service — leading internal communications, sales enablement, and global training across 6 regions, coordinating with global directors, regional sales leaders, and strategy partners to make the service understood, adopted, and deliverable.
Used across 17 countries but rarely as intended. SUS score improved from D (57.3) to B (81.7). Beyond the product redesign: discovery cadences, Qualtrics implementation in 13 languages, cross-timezone design rituals — frameworks later adopted by adjacent teams.
A cross-functional initiative with Design, Engineering, and AI21 Labs — researching the current hiring workflow, identifying friction, and designing a new process supported by an AI copilot. AI accuracy reached 90% after model calibration. Balancing automation with the human judgment that hiring requires.
One of the world's top 3 travel players was managing complex multi-country tours in spreadsheets. 30+ constraints, 3 months to PoC, then extended to MVP. Users reported 60% efficiency improvement after launch. A workflow design problem, not a UI problem.
I work across the full spectrum — from hands-on delivery (research, design, prototyping, shipping) to the strategic and operational layer (roadmaps, stakeholder alignment, process architecture). The best work happens when both are in play at the same time.
"Good strategy is knowing what to build. Good delivery is making it real. I work at both levels — and I know which one the moment needs."
Understand the real problem
I start by listening — to users, to stakeholders, to the team. Research and discovery before anything else, whether the output will be a product, a process, or a strategy.
Define and prioritize
I turn ambiguity into a clear direction — scoped requirements, prioritized backlogs, roadmaps with honest tradeoffs. Delivery starts with knowing what's in and what's out.
Design and ship
End-to-end: concept, wireframe, prototype, test, iterate, hand off. I stay close to delivery — not just the brief — because the real decisions happen in the details.
Align and communicate
I translate across engineering, product, design, sales, and leadership — bridging technical and business language at every level, from daily standups to C-suite and director presentations.
Build for what comes next
I leave things better than I found them — shipped products, but also the training programmes, enablement materials, feedback loops, and documentation that let teams keep building without starting from scratch.
Ten years working across globally distributed teams — from Germany and India to LATAM, APAC, and the US. Async-first thinking, cross-cultural collaboration, and the process design that holds it together.
United States
US teams and client organizations.
Europe
Germany, UK. Multi-timezone coordination.
Latin America
Mexico, Brazil, Ecuador. Native Spanish.
Asia Pacific
India, China, Australia. Async-first design.
2024 — 2026
Senior Experience Designer
Thoughtworks · AIOps Managed Services
2021 — 2023
Experience Designer Consultant
Thoughtworks · Healthcare, Tech & Cruise Line
2018 — 2021
Experience Designer Consultant
METRO.Digital · Germany + India
2016 — 2017
UX/UI Designer
ProximateApps
Tools & Platforms
Product & DesignOps
Leadership & Collaboration
Languages
Native Spanish speaker. Fluent English. Facilitated research across multiple languages including German-speaking markets.
Senior product design and operations leadership roles at organizations where design has a seat at the strategy table. Open to remote, hybrid, and relocation.