Director of AI-Powered Servicing & CX Design

Expedia, Inc.; Seattle (WA); Sur place; USD 224 000 - 314 000; Plein temps

Avantages offerts par ce poste

Medical/Dental/Vision

Paid time off

Wellness and travel reimbursement

Travel discounts

IATAN membership

Résumé du poste

Expedia Group in the United States seeks a Director/Principal of Product Design for Servicing to own the design direction of AI-powered customer servicing experiences. This senior IC leadership role requires crafting intuitive, high-fidelity experiences at global scale and guiding teams across product, engineering, research, and data science.

You will translate complex AI capabilities into user-friendly interactions, set design standards, and influence roadmaps to elevate the end-to-end traveler

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 a deep understanding of how AI and ML shape resolution, personalization, and explainability.

Responsabilités

• Own and lead the design direction for Expedia Group’s AI-powered servicing and CX experiences, driving outcomes from concept through execution.
• 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, shaping how servicing work is sequenced, scoped, and delivered.
• Partner with senior leaders in Product, Engineering, Research, and Data Science to align roadmaps and priorities.
• Translate advanced AI and machine-learning capabilities into intuitive, human-centered experiences used by millions of travelers worldwide.
• Establish and scale experience patterns, interaction models, and quality standards across brands, platforms, and service channels.
• Influence and elevate design quality through critique, mentorship, and shared standards.
• Collaborate across Expedia Group to align servicing experiences with the company’s broader AI strategy.

Connaissances

Design leadership

Product design

Team leadership

AI design

HCI

Stakeholder management

Formation

Bachelor’s in Design or related field

Outils

Figma

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Description du poste

Expedia Group in the United States seeks a Director/Principal of Product Design for Servicing to own the design direction of AI-powered customer servicing experiences. This senior IC leadership role requires crafting intuitive, high-fidelity experiences at global scale and guiding teams across product, engineering, research, and data science.

You will translate complex AI capabilities into user-friendly interactions, set design standards, and influence roadmaps to elevate the end-to-end traveler