Director of AI-Driven Servicing Experience

Expedia Group; San Francisco (CA); On-site; USD 242,000 - 339,000; Full time

Benefits offered by this job

Health, dental & vision coverage

Paid time off

Wellness & travel reimbursement

Travel discounts

IATAN membership

Job summary

Expedia Group is seeking a Director/Principal of Product Design – Servicing to own the design direction for AI-powered customer experiences. You will lead a multidisciplinary team, set a bold vision, and partner with product, engineering, and data science to deliver intelligent, human-centered experiences at global scale.

You’ll drive high-impact servicing challenges, shape patterns across brands, and elevate design quality through mentorship and collaboration.

Qualifications

• 12+ years in product design with at least 4 years leading design teams at scale.
• Bachelor’s Degree in Design, HCI, User Experience, or related field (or equivalent).
• Expertise in customer servicing, support, or CX experiences with AI/ML understanding.
• Proven track record designing experiences that simplify complex information and build trust.
• Skilled in translating ambiguous opportunities into clear product experiences.
• Adept at building, scaling, and coaching design teams.
• Exceptional communicator with strong storytelling and influence.
• Deep understanding of AI and conversational design tools and prototyping platforms.

Responsibilities

• Own and lead the design direction for Expedia Group’s AI-powered servicing and CX experiences, coordinating across initiatives.
• Define how travelers get help, change or cancel trips, and handle refunds—bringing clarity and trust.
• Hands-on design, prototyping, and systems thinking to tackle complex servicing challenges.
• Partner with Product, Engineering, Research, and Data Science to align priorities.
• Translate AI capabilities into intuitive user experiences for millions of travelers.
• Establish scalable patterns, interaction models, and standards across brands and channels.
• Mentor and raise design quality through critique and leadership.
• Align servicing experiences with Expedia Group’s AI strategy and platform investments.
• Represent the traveler in senior forums influencing travel servicing decisions.

Skills

Design leadership

AI/ML design

Cross-functional collaboration

Prototyping & systems thinking

Storytelling & influence

Education

Bachelor’s Degree in Design 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 customer experiences. You will lead a multidisciplinary team, set a bold vision, and partner with product, engineering, and data science to deliver intelligent, human-centered experiences at global scale.

You’ll drive high-impact servicing challenges, shape patterns across brands, and elevate design quality through mentorship and collaboration.