Director of AI-Powered Servicing Experience

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

Benefits offered by this job

Medical/dental/vision

Paid time off

Wellness and travel reimbursement

Travel discounts

IATAN membership

Employee Assistance Program

Job summary

Expedia Group’s Experience Design (XD) team seeks a Director/Principal of Product Design – Servicing to own the design direction for AI-powered servicing and CX experiences at scale. You’ll lead with vision, mentor designers, and collaborate across Product, Engineering, Research, and Data Science to deliver high-impact, human-centered solutions for travelers worldwide.

You’ll translate complex AI capabilities into intuitive experiences, establish patterns and standards, and influence senior

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.
• Expertise in customer servicing, support, or CX experiences, with AI/ML impact.
• Proven track record delivering complex experiences that build trust.
• Strong storytelling and influencing stakeholders.

Responsibilities

• Own and lead the design direction for AI-powered servicing and CX experiences, driving outcomes from concept through execution while orchestrating the work across interconnected servicing initiatives.
• Define how travelers get help, change or cancel trips, and understand outcomes like refunds and next steps—providing clarity and trust in high-stakes moments.
• Work hands-on with high-fidelity design, prototyping, and systems thinking, shaping sequencing, scope, and delivery of servicing work.
• Partner with senior leaders in Product, Engineering, Research, and Data Science to coordinate priorities and align roadmaps.
• Translate AI and ML capabilities into intuitive, human-centered experiences for millions of travelers.
• Establish and scale experience patterns, interaction models, and quality standards across brands and services.

Skills

Design leadership

UX strategy

Cross-functional leadership

AI/ML understanding

Communication/storytelling

Education

Bachelor’s Degree in Design, HCI, User Experience, or related field

Tools

Figma

Cursor

Prototyping tools

Job description

Expedia Group’s Experience Design (XD) team seeks a Director/Principal of Product Design – Servicing to own the design direction for AI-powered servicing and CX experiences at scale. You’ll lead with vision, mentor designers, and collaborate across Product, Engineering, Research, and Data Science to deliver high-impact, human-centered solutions for travelers worldwide.

You’ll translate complex AI capabilities into intuitive experiences, establish patterns and standards, and influence senior