Director of AI-Powered Servicing Design

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

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Paid time off

Wellness reimbursement

Travel discounts

IATAN membership

Job summary

Expedia Group seeks a Director/Principal of Product Design – Servicing to own the design direction for AI-powered customer servicing and experiences at a global scale. This senior IC role combines vision, judgment, and hands-on craft to shape high‑fidelity designs and prototyping across interconnected servicing initiatives.

You will collaborate with Product, Engineering, Research, and Data Science to align roadmaps, translate AI capabilities into intuitive experiences, and elevate design quality

Qualifications

• Bachelor’s degree or equivalent in design, HCI, UX, or related field.
• 12+ years in product design with at least 4 years leading design teams at scale.
• Experience in customer servicing or CX experiences with AI/ML implications.
• Track record of simplifying complex information and building trust.
• Ability to translate opportunities into inspiring product experiences.

Responsibilities

• Own and lead the design direction for Expedia Group’s AI-powered servicing and CX experiences.
• Define how travelers get help, change trips, and understand outcomes (refunds, next steps).
• Work hands-on with high‑fidelity design, prototyping, and systems thinking.
• Partner with senior leaders in Product, Engineering, Research, and Data Science to align roadmaps.
• Translate advanced AI capabilities into intuitive, human-centered experiences.
• Establish and scale experience patterns, interaction models, and quality standards across brands.

Skills

Design leadership

Product design

CX design

Communication

Mentorship

Cross-functional collaboration

Prototyping

Figma

Systems thinking

Education

Bachelor’s Degree in Design/HCI

Tools

Figma

Cursor

Job description

Expedia Group seeks a Director/Principal of Product Design – Servicing to own the design direction for AI-powered customer servicing and experiences at a global scale. This senior IC role combines vision, judgment, and hands-on craft to shape high‑fidelity designs and prototyping across interconnected servicing initiatives.

You will collaborate with Product, Engineering, Research, and Data Science to align roadmaps, translate AI capabilities into intuitive experiences, and elevate design quality