[Hiring] Director / Principal of Product Design – Servicing @Expedia

Role Description

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.

In this role, you will:

• 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 and next steps.
• Work hands‑on with high‑fidelity design, prototyping, and systems thinking.
• Partner closely with senior leaders in Product, Engineering, Research, and Data Science.
• Translate advanced AI and machine‑learning capabilities into intuitive, human‑centered experiences.
• Establish and scale experience patterns, interaction models, and quality standards across brands, platforms, and service channels.
• Influence and elevate design quality through critique, mentorship, and shared standards.
• Collaborate across Expedia Group to align servicing experiences with the company’s broader AI strategy.
• Represent the traveler in senior‑level and cross‑functional forums.

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.
• A proven track record of designing experiences that simplify complex information.
• Skilled in translating ambiguous technical opportunities into clear, inspiring product experiences.
• Adept at building, scaling, and coaching design teams.
• 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.

Requirements

• Deep knowledge of conversational and agentic interfaces, natural language understanding, and AI explainability principles.
• Experience working with data scientists and ML engineers.
• Demonstrated strength in connecting design quality to measurable product outcomes.
• Track record of driving design excellence across multiple brands, platforms, and domains.
• Demonstrated experience taking products from concept to scaled adoption.

Benefits

• Medical/dental/vision coverage.
• Paid time off.
• Employee Assistance Program.
• Wellness and travel reimbursement.
• Travel discounts.
• International Airlines Travel Agent (IATAN) membership.