Director / Principal of Product Design – Servicing

Expedia•San Francisco, CA

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 is focused on creating AI-powered servicing experiences that help travelers get assistance, change or cancel trips, and understand outcomes such as refunds and next steps with clarity, transparency, and trust. The position combines design authority and hands-on craft, addressing complex experience challenges and setting standards for the broader design organization. The role will lead design from concept through execution across interconnected servicing initiatives. It will translate AI and machine-learning capabilities into intuitive, human-centered experiences for travelers worldwide, while establishing scalable experience patterns, interaction models, and quality standards across brands, platforms, and service channels, including self-service and conversational agents. The design leader will partner with Product, Engineering, Research, and Data Science, influence senior-level decisions, and help align servicing work with Expedia Group’s broader AI strategy and platform investments. The role is part of Expedia Group’s multidisciplinary Experience Design organization, which brings together product design, content design, and research. Its scope is expected to evolve as the Servicing domain and organization mature. The position is available in Austin, Los Angeles, San Jose, San Francisco, Seattle, New York, and potentially other Expedia Group locations.

Requirements

12 or more 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 affect resolution, personalization, and explainability.
Proven track record designing 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 skills, including storytelling and stakeholder influence.
Deep understanding of AI and conversational design tools and methods, including LLM prototyping, 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 partnering with data scientists and machine-learning engineers to translate advanced models into user-facing experiences at scale.
Demonstrated ability to connect 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.
Demonstrated experience taking products from concept to scaled adoption.

Responsibilities

Own and lead the design direction for Expedia Group’s AI-powered servicing and customer experience, driving outcomes from concept through execution across interconnected initiatives.
Design experiences that help travelers get assistance, change or cancel trips, and understand outcomes such as refunds and next steps.
Work hands-on with high-fidelity design, prototyping, and systems thinking, and help 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 work.
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 and elevate design quality through critique, mentorship, shared standards, and leading by example.
Collaborate across Expedia Group to align servicing experiences with the company’s broader AI strategy, shared capabilities, and platform investments.
Represent travelers in senior-level and cross-functional forums and influence decisions about the future of travel servicing and intelligent customer experiences.