The full story

From Guatemala City
to global AI products.

I'm Susana Chinchilla, a Senior Lead Product Designer with 5+ years at IBM shipping enterprise AI experiences, design systems, and product-led growth at scale. This is the full arc.

My journey

Every step
was intentional.

From working full-time to pay my own tuition to leading design for IBM's flagship AI product.

Origin
Roots

Guatemala City

Grew up in Guatemala. My parents made education the family's top priority. I took that seriously, working full-time to pay my own tuition through both degrees.

2019
Education

BFA Graphic Design · Purchase College, NY · Magna Cum Laude · 3.8 GPA

Discovered UX through my senior project, Life Beyond Textiles ↗, a charity that provided 13 kids in Guatemala with scholarships, school supplies, and uniforms. That's when I knew design could create real impact.

2019–2021
Education

MA UX Design · NYIT · 4.0 GPA · Summa Cum Laude

Completed my Master's while working full-time. Graduated with a job at IBM already lined up.

2020
IBM

Intern · UX Researcher

First role at IBM. Started with research, understanding users before touching a single design.

2020–2021
IBM

Co-op · UX Designer

Extended into a co-op. Built my design foundations at enterprise scale while finishing my Master's simultaneously.

May 2021
★ Award

IBM Standout Newcomer · Problem Solver Extraordinaire

"There has yet to be a challenge that Susana hasn't conquered."

Jan 2021
IBM

UX Designer · Full-time

Joined IBM full-time. Three months later, promoted to Design Lead.

Mar 2022
★ Promotion

Promoted to Advisory Designer

"A rising star on the Business Automation team, performing well above her current band level, not only leading her team of visual and UX designers, but also working with stakeholders to define the roadmap and identify opportunities for innovation."

2022
★ CEO Recognition

IBM Equity Award · Arvind Krishna

Selected among top IBM talent for outstanding contributions in hybrid cloud and AI.

"Our clients' success depends on the talent, passion, dedication and hard work of IBMers like you. Because of your exemplary track record, IBM is confident that you have what it takes to continue making important contributions to our success."

2021–2024
★ Design Lead · IBM

The spotlight years.

Led design across IBM's most complex AI and enterprise products.

Business Automation

watsonx Orchestrate

IBM's flagship AI product. Chat interface design, remote workshops during pandemic, UK ideation sprint, GA launch.

Business Automation

IBM Content Services

Legacy to SaaS modernization. First design team this PM team ever worked with. Delivered on time in 12 months.

IBM Software · 2023–2024

PLG Innovation Team · Product-Led Growth

Selected to join the PLG Innovation Team, a strategic priority for the IBM Software business organization in 2024. Led the PLG Design Guild across 39+ product teams. Published 100+ onboarding best practices. Created the Carbon Interstitial pattern, now part of IBM's design system. My work contributed to 10% of IBM Software's ROI and directly influenced trial activation and conversion across the portfolio.

May 2023
★ Award

IBM Culture Catalyst Award

"Susana has been leading the way to rebuild the culture and collaboration in the Austin Studio. She has organized regular Design Share reviews and critique sessions for designers across the Automation teams."

2024–2025
IBM

UX Designer · Carbon Design System

Contributed to Carbon, IBM's open-source design system serving 640k+ GitHub repos and 450k monthly visitors. Transformed static documentation into tutorial-style learning with video walkthroughs, embedded Figma links, and direct code access. Shaped the 2026 Carbon site relaunch, making it easier for developers and designers across the world to adopt IBM's design language.

Aug 2025
★ Certified

Enterprise Design Thinking Coach · IBM

Certified to facilitate IBM Enterprise Design Thinking workshops across global, cross-functional teams. 30+ workshops facilitated across the US, UK, and internationally.

Nov 2024–now
★ Advisory

UX Advisor · Harvard Business School Foundry

UX feedback, experience audits, and improvement recommendations for HBS Foundry.

"I particularly appreciated the specificity of your feedback. The kind of detail that makes a real difference in how we build."

Jul 2026
Continuing education

Stanford University · Platform Strategy

Enrolled in Stanford's Platform Strategy program to deepen my knowledge of product platform thinking, network effects, and ecosystem growth. Building on my IBM experience to understand how platforms scale, so I can apply that thinking both to the products I build and to any company I work for.

May 2026
★ Selected

Harvard Business School Foundry · Founder Bootcamp

Selected as a founder for the Harvard Business School Foundry program, a competitive cohort for early-stage founders building products with real-world impact. Previously served as a UX Advisor for the HBS Foundry product alongside Professor Thomas Eisenmann, one of HBS's leading entrepreneurship faculty.

"I particularly appreciated the specificity of your feedback. The kind of detail that makes a real difference in how we build."

Dec 2025–now
Currently · Founder

Built Guat · It runs on its own.

Designed, built, and launched Guat, an AI-powered workforce training platform helping hospitality and service businesses reduce communication gaps on their frontline teams. Workers learn job-specific English through audio so they can stay focused on the job, not the language barrier. Built the entire tech stack, automated the delivery pipeline, formed the LLC, and filed a provisional patent. Ran a 39-person pilot: 92% phrase retention, 4.8/5 confidence impact. The platform now runs autonomously. I'm ready to bring everything I've learned as a founder, builder, and designer back into my next senior design role.

Visit guat.app ↗
Live and running
Currently building

A product that works
for people while I sleep.

Guat is not a side project. It's a fully automated, AI-powered platform that proved its model in a 39-person pilot and keeps running on its own.

The product

Guat · Audio-first workforce training

An AI-powered workforce training platform that helps hospitality and service businesses close the communication gap on their frontline teams. Workers learn job-specific English through audio, stay focused on their tasks, and businesses see less friction, better service, and stronger staff retention.

39
Pilot participants
92%
Phrase retention
4.8/5
Confidence impact

What I built

Full stack, provisional patent, LLC

Designed the product, built the tech stack, automated the entire delivery pipeline, formed the LLC, and filed a provisional patent. Leveraged AI at every layer, from content generation to user delivery.

Harvard Business School · May 2026

Selected for HBS Foundry Bootcamp

Guat was selected for the Harvard Business School Foundry, a competitive program for early-stage founders. Previously a UX Advisor for the HBS Foundry product alongside Professor Thomas Eisenmann ↗, one of HBS's leading entrepreneurship faculty.

★ HBS Foundry · May 2026

Continuing education · 2025

Stanford Platform Strategy

Enrolled in Stanford's Platform Strategy program to deepen knowledge of product platforms, network effects, and ecosystem growth, applying that thinking to every product I build and every team I join.

Beyond the screen

I'm not only
a designer.

I'm a certified IBM Enterprise Design Thinking Coach. I get cross-functional teams aligned and building toward the same goal, regardless of role or background.

"I recently had the opportunity to speak with Phil Gilbert, the creator of IBM Enterprise Design Thinking, about my work and the product I'm building. He is now supporting my journey as an advisor."

Phil Gilbert · General Manager of Design, IBM · Creator, IBM Enterprise Design Thinking
Susana with Phil Gilbert
30+
Workshops facilitated
6
Countries reached
Aug 2025
Certified by IBM
Recognition

What IBM said
about the work.

In their own words, across 5+ years of awards, promotions, and recognitions.

IBM Equity Award · CEO Arvind Krishna

2021

Annual equity program · selected among top IBM talent

"I am delighted to inform you that you are among those who have been selected to receive an equity award this year. This award recognizes your outstanding contributions and skills, and your management team's belief in your ability to build on our leadership in hybrid cloud and AI."

— Arvind Krishna, Chairman and CEO, IBM

IBM Special Recognition · One-Time Cash Award

2023

IBM · Special cash recognition

"Our clients' success, and the success of IBM, depends on the talent, passion, dedication and hard work of IBMers like you. Because of your exemplary track record, IBM is confident that you have what it takes to continue making important contributions to our success."

IBM Culture Catalyst Award

May 2023

IBM · Austin Studio · Business Automation

"Susana has been leading the way to rebuild the culture and collaboration in the Austin Studio for the Business Automation team. She has organized regular Design Share reviews and critique sessions for designers across the Automation teams. In this face to face activity, she has actively incorporated across the products and enabled designers to expand their networks."

Promotion to Advisory Designer

March 2022

IBM · Business Automation

"Susana is a rising star on the Business Automation team with a growth mindset and a positive attitude that has helped the team weather the recent churn and strategic shifts. Susana has a strong work ethic and is performing well above her current band level, not only leading her team of visual and UX designers, but also working with stakeholders to define the roadmap and identify opportunities for innovation."

IBM Standout Newcomer · Problem Solver Extraordinaire

May 2021

Issued by IBM

"Dropped into a complex project space with many parallel missions, Susana has excelled in her short time as a UX Designer. Her skill in breaking down complex requirements and translating them into compelling user experiences is one we could all take notes on. There has yet to be a challenge that Susana hasn't conquered."

Let's build
something together.

Open to senior design roles in AI, enterprise, and product-led growth.

Say Hello LinkedIn ↗ Resume ↗

Susana Chinchilla · schinchilla.com · 2026

Email LinkedIn Resume