Director – Product Design, Servicing

Expedia Group

. Own and lead the design direction for Expedia Group’s AI-powered servicing and customer experience experiences .

Posted 11/4/2026full-timeUnited StatesLead💰 $208,000 - $338,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading design teams and shaping AI-powered customer experiences, with a strong focus on translating complex information into intuitive user interfaces. Proven ability to collaborate across functions and drive design excellence through data-informed decision-making and measurable outcomes.

Highest-signal resume keywords

12+ Years Experience In Product DesignExpertise In Customer Servicing And CX ExperiencesExperience Prototyping With LLMs And Prompt EngineeringExpert Knowledge Of Figma And CursorDeep Understanding Of AI And Conversational Design

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Product DesignAI And Machine Learning IntegrationData-Informed Interaction DesignPrototypingUser Experience DesignDesign Team LeadershipCustomer Experience SimplificationDesign Quality MeasurementNatural Language UnderstandingConversational Interfaces

Soft Skills

Exceptional CommunicationStorytellingInfluence SkillsMentorshipCollaboration

Certifications & Qualifications

Bachelor’s Degree In DesignHCIUser Experience

Industry Keywords

AI-Powered ServicingCustomer ExperienceDesign ExcellenceCross-Functional CollaborationScalable Design Adoption

About the role

Key responsibilities & impact

Own and lead the design direction for Expedia Group’s AI-powered servicing and customer experience experiences
Drive outcomes from concept through execution across interconnected servicing initiatives
Define how travelers get help, change or cancel trips, and understand refunds and next steps
Work hands-on with high-fidelity design, prototyping, and systems thinking
Shape how servicing work is sequenced, scoped, and delivered
Partner with senior Product, Engineering, Research, and Data Science leaders to coordinate priorities and align roadmaps
Translate AI and machine-learning capabilities into intuitive, human-centered experiences for millions of travelers
Establish and scale experience patterns, interaction models, and quality standards across brands, platforms, and service channels
Influence design quality through critique, mentorship, and shared standards
Collaborate across Expedia Group to align servicing experiences with broader AI strategy and platform investments
Represent the traveler in senior-level and cross-functional forums

Requirements

What you’ll need

12+ years of experience in product design, including 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
Deep understanding of how AI and ML shape resolution, personalization, and explainability
Proven track record designing experiences that simplify complex information, reduce customer effort, and build trust
Skilled at translating ambiguous technical opportunities into clear product experiences
Experience building, scaling, and coaching design teams
Exceptional communication, storytelling, and influence skills
Deep understanding of AI and conversational design tools and methods
Experience prototyping with LLMs and prompt engineering
Data-informed interaction design expertise
Expert knowledge of modern design and prototyping platforms, including Figma and Cursor
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
Experience connecting design quality to measurable product outcomes through experimentation and data-driven metrics
Experience driving design excellence across multiple brands, platforms, and domains
Demonstrated experience taking products from concept to scaled adoption

Benefits

Comp & perks

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