Director / Principal of Product Design – Servicing

About the role

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.

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:

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.

In this position, you’ll lead and inspire a team designing Expedia Group’s servicing and customer experience end to end, set a bold design vision, establish systems that raise the bar for quality, and partner closely with product, engineering, and data science to deliver intelligent, intuitive experiences at global scale - helping define what industry-leading, AI-driven travel servicing looks like for the entire industry.

In this role, you will:

• 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.

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. 

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.

Benefits and perks

Expedia Group offers benefits and perks designed to support employees and their families, including medical, dental, and vision coverage, paid time off, an Employee Assistance Program, wellness and travel reimbursement, travel discounts, and International Airlines Travel Agent Network (IATAN) membership. Learn more about life at Expedia Group at https://careers.expediagroup.com/life.

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

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.

Important notice

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/.

Equal Opportunity