Director of AI-Driven Servicing & CX Design

Expedia, Inc.; Chicago (IL); On-site; USD 208,000 - 292,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Paid time off

Wellness and travel reimbursement

IATAN membership

Job summary

Expedia Group is seeking a Director/Principal of Product Design – Servicing to own the design direction for AI-powered servicing and CX experiences globally. This senior IC role shapes complex moments, partners with Product, Engineering, Research and Data Science, and drives scalable design systems across brands and channels.

You will translate advanced AI capabilities into human-centered experiences, mentor teams, and elevate design standards while aligning with Expedia’s AI strategy.

Qualifications

• 12+ years of experience in product design with, at least, 4 years leading design teams at scale.
• Exceptional communicator with ability to influence stakeholders.
• Experience designing AI-powered servicing, CX, or self-service experiences.

Responsibilities

• Own and lead the design direction for Expedia Group’s AI-powered servicing and CX experiences.
• Define how travelers get help, change or cancel trips, and understand outcomes like refunds and next steps.
• Work hands-on with high-fidelity design, prototyping, and systems thinking to tackle complex servicing challenges.
• Partner with senior leaders in Product, Engineering, Research, and Data Science to align roadmaps.
• Translate AI/ML capabilities into intuitive experiences used by millions of travelers.
• Establish and scale experience patterns and standards across brands and channels.
• Influence design quality through critique, mentorship, and shared standards.
• Collaborate across Expedia Group to align servicing with AI strategy and platform investments.
• Represent the traveler in senior-level forums to influence future travel servicing.

Skills

Product design experience

Design leadership

AI/ML in UX

Systems thinking

Education

Bachelor’s Degree in Design, HCI, UX, or related field

Tools

Figma

Cursor

Job description

Expedia Group is seeking a Director/Principal of Product Design – Servicing to own the design direction for AI-powered servicing and CX experiences globally. This senior IC role shapes complex moments, partners with Product, Engineering, Research and Data Science, and drives scalable design systems across brands and channels.

You will translate advanced AI capabilities into human-centered experiences, mentor teams, and elevate design standards while aligning with Expedia’s AI strategy.