Director / Principal of Product Design – Servicing

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

Company Overview

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business. Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors—Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together—help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere. Location: Austin, Los Angeles, San Jose, San Francisco, Seattle, New York, with other EG Locations up for discussion. At Expedia Group, our mission is to power global travel for everyone, everywhere. Within Expedia Group, the Experience Design (XD) organization brings together product design, content design, and research to shape experiences that help travelers confidently discover and explore the world.

Position Overview

We’re seeking a Director / Principal of Product Design – Servicing to own and advance the design direction for Expedia Group’s servicing and customer experiences. This role is calibrated as a senior individual‑contributor leadership position, with scope expected to evolve as the Servicing domain and organization continue to mature. In this role, you’ll operate as a design and creative authority who leads through vision, judgment, and hands‑on craft—taking on the most complex experience challenges while setting standards others follow. You’ll lead the design of intelligent AI‑powered servicing as the foundation for a best‑in‑industry customer experience – helping travelers get help, make changes, and resolve issues with confidence - using high‑fidelity design, systems thinking, and advanced prototyping at a global scale.

Introduction to the Team

Introduction to the team: We’re a multidisciplinary design team shaping the future of travel through human-centered, AI-powered experiences. Our mission is to help travelers imagine, plan, book, and manage every part of their journey across Expedia Group’s family of brands and platforms — with clarity, delight, and confidence.

Key Responsibilities

• Own and lead the design direction for Expedia Group’s 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—bringing clarity, transparency, and trust to complex, high‑stakes servicing moments.
• Work hands‑on with high‑fidelity design, prototyping, and systems thinking, while helping shape how servicing work is sequenced, scoped, and delivered to tackle the most complex servicing and support challenges.
• Partner closely with senior leaders in Product, Engineering, Research, and Data Science to coordinate priorities, align roadmaps, and ensure design effort is focused where it matters most.
• Translate advanced AI and machine‑learning capabilities into intuitive, human‑centered experiences used by millions of travelers worldwide.
• Establish and scale experience patterns, interaction models, and quality standards across brands, platforms, and service channels (self‑serve and conversational agents), providing structure and cohesion across parallel search workstreams.
• Influence and elevate design quality through critique, mentorship, and shared standards—leading by example and helping others deliver at a higher bar.
• Collaborate across Expedia Group to align servicing experiences with the company’s broader AI strategy, shared capabilities, and platform investments.
• Represent the traveler in senior‑level and cross‑functional forums, influencing decisions that shape the future of travel servicing and intelligent customer experiences.

Minimum 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 (e.g., self‑service, virtual agents, omnichannel support), with a deep understanding of how AI and ML shape resolution, personalization, and explainability.
• A proven track record of designing experiences that simplify complex information, reduce customer effort, and build trust with users.
• Skilled in translating ambiguous technical opportunities into clear, inspiring product experiences.
• Adept at building, scaling, and coaching design teams that deliver at both craft and strategic levels.
• An exceptional communicator who can bring stakeholders along through strong storytelling and influence.
• Energized by the challenge of creating travel experiences that feel intelligent, human, and memorable.
• Deep understanding of AI and conversational design tools and methods, including prototyping with LLMs, prompt engineering, data‑informed interaction design, and expert knowledge of modern design and prototyping platforms including but not limited to Figma, Cursor, etc.

Preferred Qualifications

• Deep knowledge of conversational and agentic interfaces, natural language understanding, and AI explainability principles.
• Experience working with data scientists and ML engineers to translate advanced models into user‑facing experiences at scale.
• Demonstrated strength in connecting design quality to measurable product outcomes through experimentation and data‑driven metrics.
• Track record of driving design excellence across multiple brands, platforms, and domains in a fast‑moving, results‑oriented environment.
• Demonstrated experience taking products from concept to scaled adoption.

Benefits and Perks

Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership. View our full list of benefits. The total cash range for this position in San Francisco is $242,000.00 to $338,500.00. Employees in this role have the potential to increase their pay up to $387,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role. The total cash range for this position in Chicago is $208,000.00 to $291,500.00. Employees in this role have the potential to increase their pay up to $333,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role. The total cash range for this position in Seattle is $224,000.00 to $313,500.00. Employees in this role have the potential to increase their pay up to $358,500.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role. The total cash range for this position in Austin is $224,000.00 to $313,500.00. Employees in this role have the potential to increase their pay up to $358,500.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role. The total cash range for this position in San Jose is $242,000.00 to $338,500.00. Employees in this role have the potential to increase their pay up to $387,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role. Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.

Accommodation Requests

Accommodation requests Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.

About Expedia Group

About Expedia Group Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.

Equal Opportunity

Equal Opportunity Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization. Expedia Group, Inc. (NASDAQ: EXPE) is the global travel marketplace with one purpose: to help travelers explore the world, one journey at a time. Expedia Group™ connects travelers, partners, and advertisers through its trusted brands, leading technology, and rich first‑party data, delivering predictive, personalized experiences that shape the future of travel. Expedia Group’s ecosystem includes three flagship consumer brands – Expedia®, Hotels.com®, and Vrbo® – the largest B2B travel business, and a premier advertising network. Guided by an experienced and passionate global team, Expedia Group helps millions of travelers in more than 70 countries explore the world with confidence and ease.

Application Process

Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.