Director of AI-Powered Servicing & CX Design

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

Benefits offered by this job

Medical insurance

Dental coverage

Vision coverage

Paid time off

Employee Assistance Program

Wellness 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 servicing and customer experiences. You will lead a team across Brands and platforms, shaping patterns, standards, and a bold vision for scalable, high-quality servicing at global scale.

In this senior role, you’ll partner with Product, Eng, Data Science, and Research to deliver human-centered experiences, mentor designers, and raise the bar for quality.

Qualifications

• 12+ years of experience 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 experience).
• Expertise in customer servicing, support, or CX experiences with AI/ML impact.

Responsibilities

• Lead the design direction for AI-powered servicing and CX across Expedia Group.
• Collaborate with Product, Engineering, Research, and Data Science to align roadmaps.
• Translate AI capabilities into intuitive, human-centered experiences for travelers.

Skills

Leadership at scale

Design strategy

AI UX knowledge

Storytelling

Communication

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 customer experiences. You will lead a team across Brands and platforms, shaping patterns, standards, and a bold vision for scalable, high-quality servicing at global scale.

In this senior role, you’ll partner with Product, Eng, Data Science, and Research to deliver human-centered experiences, mentor designers, and raise the bar for quality.