waving_handHi there, I'm Carlos
I build the teams and systems that make good design happen.
Right now I'm the Design & Research Manager at British Airways, moving the Customer Platforms design org from partner-led delivery to a senior in-house model. After 15+ years building products, teams and ways of working across travel, media, and education, I tend to be the person made responsible for the design getting better, not just the design getting done.
Selected work
All projects arrow_forward
Shaping BA's next-generation mobile travel experience
Leading experience design for BA's core mobile product, reframed from distribution channel to Travel Companion within the New BA.com & App programme.
Enhancing BA's Manage My Booking Hub for engagement and accessibility
Rebuilding BA's Manage My Booking Hub as a modular, accessible tile-grid system that lifted ancillary findability and engagement, was adopted by other teams, and became the design foundation for Manage My Booking on the replatformed BA.com.
Cracking early-life retention for Sky's OTT streaming platform
Led discovery into NOW TV's early-life retention and delivered the catalogue it produced: 54 features and interactions, wireframed, prototyped, tested with customers and RICE-scored into a roadmap for the squads.
The experience foundation behind PizzaExpress Club
Built the UX foundation for the PizzaExpress Club loyalty app at ENGINE. It launched in December 2021 after I moved on, and has since grown past 2 million members.