Director/Principal, AI-Driven Servicing UX

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

Benefits offered by this job

Medical/dental/vision

Paid time off

Employee Assistance Program

Wellness and travel reimbursement

Travel discounts

IATAN membership

Job summary

Expedia Group is seeking a Director/Principal of Product Design for Servicing to own the design direction of AI-powered customer experiences. You’ll lead a senior team, shape vision, and set standards across brands, channels, and platforms at global scale.

You’ll collaborate with Product, Engineering, Research, and Data Science to deliver intuitive experiences and measurable impact, guiding complex servicing moments and travel resolutions for millions of travelers.

Qualifications

• 12+ years in product design with at least 4 years leading design teams.
• Bachelor’s Degree in Design, HCI, UX, or related field.
• Expertise in customer servicing and AI/ML shaped experiences.
• Proven ability to translate ambiguous opportunities into inspiring product experiences.
• Strong communication and leadership across senior stakeholders.

Responsibilities

• Own and lead the design direction for Expedia Group’s AI‑powered servicing and CX experiences.
• Define how travelers get help, change or cancel trips, and understand outcomes like refunds.
• Work hands‑on with high‑fidelity design, prototyping, and systems thinking.
• Partner with senior leaders in Product, Engineering, Research, and Data Science.
• Translate advanced AI capabilities into intuitive, human‑centered experiences.
• Establish and scale experience patterns, interaction models, and quality standards.
• Influence and elevate design quality through critique, mentorship, and standards.
• Collaborate across Expedia Group to align servicing experiences with AI strategy.

Skills

Design leadership

Product design

AI / ML in design

Figma proficiency

Stakeholder influence

Team coaching

Education

Bachelor's degree in Design / HCI / UX

Tools

Figma

Cursor

Job description

Expedia Group is seeking a Director/Principal of Product Design for Servicing to own the design direction of AI-powered customer experiences. You’ll lead a senior team, shape vision, and set standards across brands, channels, and platforms at global scale.

You’ll collaborate with Product, Engineering, Research, and Data Science to deliver intuitive experiences and measurable impact, guiding complex servicing moments and travel resolutions for millions of travelers.