Director / Principal of Product Design – Servicing

Expedia Group•San Jose, CA

2d•$208,000 - $387,000

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 will help define intelligent, AI-powered servicing that enables travelers to get help, change or cancel trips, and understand outcomes such as refunds and next steps with confidence. The position combines design authority, strategic judgment, hands-on craft, and responsibility for addressing complex experience challenges at global scale. Its scope is expected to evolve as the Servicing domain and organization mature. The Director / Principal will lead design from concept through execution, using high-fidelity design, prototyping, and systems thinking. They will shape how work is sequenced, scoped, and delivered; establish consistent experience patterns and quality standards across brands, platforms, and service channels; and partner with Product, Engineering, Research, and Data Science. The role also translates AI and machine-learning capabilities into intuitive, human-centered experiences and represents traveler needs in senior-level and cross-functional decisions. The role is part of Expedia Group's multidisciplinary Experience Design organization, which brings together product design, content design, and research. The position is listed for Austin, Los Angeles, San Jose, San Francisco, and Seattle, with other Expedia Group locations open for discussion.

Requirements

12 or more years of product design experience, 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 track record designing experiences that simplify complex information, reduce customer effort, and build user trust.
Ability to translate 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 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.
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 servicing initiatives.
Define experiences that help travelers get assistance, change or cancel trips, and understand refunds and next steps with clarity, transparency, and trust.
Apply high-fidelity design, prototyping, and systems thinking to complex servicing and support challenges; help shape how the work is sequenced, scoped, and delivered.
Partner with senior Product, Engineering, Research, and Data Science leaders to coordinate priorities, align roadmaps, and focus design effort.
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 self-service and conversational service channels.
Influence and elevate design quality through critique, mentorship, shared standards, and personal example.
Align servicing experiences with Expedia Group’s broader AI strategy, shared capabilities, and platform investments.
Represent traveler needs in senior-level and cross-functional forums and influence decisions about travel servicing and intelligent customer experiences.