Director of AI-Powered Servicing Experience

Expedia, Inc.; Austin (TX); On-site; USD 224,000 - 314,000; Full time

Benefits offered by this job

Medical/dental/vision benefits

Wellness and travel reimbursement

Travel discounts

Job summary

Expedia Group is seeking a Director/Principal of Product Design – Servicing to own the design direction for AI-powered servicing and CX experiences across Expedia Group. This senior individual-contributor role leads through vision, craft, and systems thinking, shaping intelligent, human-centered travel support at a global scale.

You’ll collaborate with Product, Engineering, Research, and Data Science to align roadmaps, translate AI capabilities into real experiences, and scale patterns across

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 shaping resolution, personalization, and explainability.
• Proven track record of designing experiences that simplify complex information and build trust.
• Able to translate ambiguous opportunities into clear product experiences.

Responsibilities

• 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 to shape servicing work sequencing and scope.
• Partner with senior leaders in Product, Engineering, Research, and Data Science to align roadmaps and priorities.
• Translate AI/ML capabilities into intuitive, human-centered experiences used by millions.
• Establish and scale experience patterns, interaction models, and quality standards across brands and channels.
• Influence design quality through critique, mentorship, and shared standards.

Skills

Design leadership

Product design

AI/ML understanding

Communication

Storytelling

Leading large teams

Prototyping tools (Figma/Cursor)

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 CX experiences across Expedia Group. This senior individual-contributor role leads through vision, craft, and systems thinking, shaping intelligent, human-centered travel support at a global scale.

You’ll collaborate with Product, Engineering, Research, and Data Science to align roadmaps, translate AI capabilities into real experiences, and scale patterns across