Director of AI-Powered Servicing & CX

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

Benefits offered by this job

Medical/Dental/Vision coverage

Wellness & travel reimbursement

Travel discounts

Job summary

Expedia Group seeks a Director/Principal of Product Design – Servicing to own the design direction for AI-powered servicing and CX across Expedia Group’s brands. You will lead a team, set bold standards, and partner with product, engineering, and data science to deliver intelligent, intuitive experiences at global scale.

The role requires a senior, hands-on leader who can craft high‑fidelity designs, prototype with LLMs, and translate complex AI opportunities into trusted traveler experiences.

Qualifications

• 12+ years of product design experience with at least 4 years leading design teams at scale.
• Bachelor’s Degree in Design, HCI, User Experience, or related field (or equivalent experience).
• Expertise in customer servicing, support, or CX experiences (self-service, virtual agents, omnichannel) and AI/ML understanding.

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 refunds and outcomes.
• Hands-on with high-fidelity design, prototyping, and systems thinking to sequence, scope, and deliver complex servicing work.
• Partner with Product, Engineering, Research, and Data Science to align priorities and roadmaps.
• Translate AI capabilities into intuitive human-centered experiences used by millions of travelers.
• Establish and scale experience patterns, interaction models, and quality standards across brands and platforms.
• Influence design quality through critique, mentorship, and shared standards.

Skills

Design leadership

Product design

AI-powered servicing

Systems thinking

High-fidelity prototyping

Figma

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LLMs prototyping

Education

Bachelor's Degree in Design or related field

Equivalent experience

Tools

Figma

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Job description

Expedia Group seeks a Director/Principal of Product Design – Servicing to own the design direction for AI-powered servicing and CX across Expedia Group’s brands. You will lead a team, set bold standards, and partner with product, engineering, and data science to deliver intelligent, intuitive experiences at global scale.

The role requires a senior, hands-on leader who can craft high‑fidelity designs, prototype with LLMs, and translate complex AI opportunities into trusted traveler experiences.