Director of AI-Powered Servicing Design

11105 Expedia, Inc.; San Francisco (CA); On-site; USD 242,000 - 339,000; Full time

Benefits offered by this job

Medical/dental/vision insurance

Paid time off

Employee Assistance Program

Wellness & travel reimbursement

Travel discounts

IATAN membership

Job summary

Expedia Group is seeking a Director/Principal of Product Design – Servicing to lead AI-powered servicing experiences and set design direction at scale. You will mentor teams, shape patterns, and work across product, engineering, and data science to deliver trusted, human-centered experiences for travelers worldwide.

You will partner with senior leaders to ensure design quality, strategy alignment, and a strong services roadmap, while advancing high‑fidelity prototyping and system thinking across

Qualifications

• 12+ years of experience in product design with leadership experience.
• Bachelor’s Degree in Design, HCI, UX, or related field (or equivalent).
• Expertise in customer servicing or CX, with AI/ML understanding.
• Proven ability to translate complex opportunities into clear product experiences.
• Experience coaching design teams to deliver at craft and strategic levels.

Responsibilities

• Own and drive the design direction for AI-powered servicing and CX experiences.
• Define how travelers get help, change trips, and understand refunds and outcomes.
• Collaborate with Product, Engineering, Research, and Data Science to align roadmaps.
• Translate AI/LLM capabilities into intuitive experiences used by millions.

Skills

Design leadership

AI design

UX strategy

Storytelling

Cross-functional collaboration

Education

Bachelor’s Degree in Design or related field

Tools

Figma

Cursor

Prototyping tools

Job description

Expedia Group is seeking a Director/Principal of Product Design – Servicing to lead AI-powered servicing experiences and set design direction at scale. You will mentor teams, shape patterns, and work across product, engineering, and data science to deliver trusted, human-centered experiences for travelers worldwide.

You will partner with senior leaders to ensure design quality, strategy alignment, and a strong services roadmap, while advancing high‑fidelity prototyping and system thinking across