Director / Principal of Product Design – Servicing

Expedia•Seattle, WA

21h•$224,000 - $358,500

About The Position

Expedia Group is seeking a senior individual-contributor design leader to own and advance the design direction for its servicing and customer experiences. The role combines design and creative authority, hands-on craft, strategic judgment, and influence across teams. The scope is expected to evolve as the Servicing domain and organization mature. The role will lead design for intelligent, AI-powered servicing experiences, helping travelers get help, change or cancel trips, and understand outcomes such as refunds and next steps. The goal is to make complex, high-stakes service interactions clear, transparent, and trustworthy through high-fidelity design, systems thinking, and advanced prototyping at global scale. As part of Expedia Group’s multidisciplinary Experience Design organization, the role partners with Product, Engineering, Research, and Data Science to shape experiences across the company’s brands and platforms. It establishes design vision, experience patterns, interaction models, and quality standards for self-service and conversational channels; influences priorities and roadmaps; and represents travelers in senior and cross-functional forums. The position also elevates design quality through critique, mentorship, and shared standards.

Requirements

12+ years of experience in product design, including at least 4 years leading design teams at scale.
Bachelor’s degree in Design, HCI, User Experience, or a related field, or equivalent experience.
Expertise in customer servicing, support, or customer experience, such as self-service, virtual agents, or omnichannel support, and a deep understanding of how AI and machine learning shape resolution, personalization, and explainability.
Proven ability to design experiences that simplify complex information, reduce customer effort, and build user trust.
Skill translating ambiguous technical opportunities into clear, inspiring product experiences.
Ability to build, scale, and coach design teams that deliver at both craft and strategic levels.
Exceptional communication and storytelling skills, with the ability to influence stakeholders.
Deep understanding of AI and conversational design tools and methods, including prototyping with LLMs, prompt engineering, and data-informed interaction design.
Expert knowledge of modern design and prototyping platforms, including tools such as Figma and Cursor.

Nice To Haves

Deep knowledge of conversational and agentic interfaces, natural language understanding, and AI explainability principles.
Experience working with data scientists and ML engineers to translate advanced models into user-facing experiences at scale.
Strength in connecting design quality to measurable product outcomes through experimentation and data-driven metrics.
Track record of driving design excellence across multiple brands, platforms, and domains in a fast-moving, results-oriented environment.
Experience taking products from concept to scaled adoption.

Responsibilities

Own and lead design direction for Expedia Group’s AI-powered servicing and customer experiences, driving outcomes from concept through execution and coordinating interconnected servicing initiatives.
Define how travelers get help, change or cancel trips, and understand refunds and next steps, ensuring clarity, transparency, and trust in complex servicing moments.
Work hands-on with high-fidelity design, prototyping, and systems thinking, while helping shape how servicing work is sequenced, scoped, and delivered.
Partner with senior leaders in Product, Engineering, Research, and Data Science to coordinate priorities, align roadmaps, and focus design effort on the most important needs.
Translate AI and machine-learning capabilities into intuitive, human-centered experiences for travelers worldwide.
Establish and scale experience patterns, interaction models, and quality standards across brands, platforms, and service channels, including self-service and conversational agents.
Influence design quality through critique, mentorship, and shared standards, leading by example.
Align servicing experiences with Expedia Group’s broader AI strategy, shared capabilities, and platform investments.
Represent the traveler in senior-level and cross-functional forums and influence decisions about travel servicing and intelligent customer experiences.