Director of AI-Powered Servicing & CX Design

Expedia Group; Seattle (WA); On-site; USD 224,000 - 314,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Paid time off

Employee Assistance Program

Wellness & travel reimbursement

Travel discounts

IATAN membership

Job summary

Expedia Group invites a Director/Principal of Product Design – Servicing to own and elevate the design direction for AI‑powered servicing and customer experiences across global brands. You will lead a multidisciplinary team, set bold design standards, and collaborate with product, engineering, and data science to deliver intelligent, CX‑driven solutions at scale.

You’ll shape high‑fidelity design work, prototype advanced concepts, and drive systems thinking while ensuring clarity, transparency,

Qualifications

• 12+ years of experience in product design with leadership of 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 relevance.
• Proven track record of designing experiences that simplify complex information and build trust.
• Ability to translate ambiguous opportunities into inspiring product experiences.
• Experience building and coaching design teams delivering craft and strategy.
• Strong storytelling and influence with stakeholders.
• Experience designing AI-driven servicing and conversational interfaces.

Responsibilities

• Own and lead the design direction for AI‑powered servicing and CX experiences across initiatives.
• Define how travelers get help, change trips, understand outcomes like refunds, ensuring clarity and trust.
• Work hands-on with high‑fidelity design, prototyping, and systems thinking to tackle complex servicing challenges.
• Collaborate with Product, Engineering, Research, and Data Science to align priorities and roadmaps.
• Translate AI capabilities into intuitive, human‑centered experiences used globally.
• Establish and scale experience patterns and quality standards across brands and service channels.
• Mentor and elevate design quality through critique and shared standards.
• Align servicing experiences with Expedia Group’s AI strategy and platform investments.
• Represent the traveler in senior and cross‑functional forums to shape travel servicing.

Skills

Design leadership

Product design

AI/ML in design

CX design

Prototyping

Figma

Communication

Education

Bachelor's in Design

HCI/UX background

Tools

Figma

Cursor

Job description

Expedia Group invites a Director/Principal of Product Design – Servicing to own and elevate the design direction for AI‑powered servicing and customer experiences across global brands. You will lead a multidisciplinary team, set bold design standards, and collaborate with product, engineering, and data science to deliver intelligent, CX‑driven solutions at scale.

You’ll shape high‑fidelity design work, prototype advanced concepts, and drive systems thinking while ensuring clarity, transparency,