Expedia Group is hiring: Principal User Experience Lead in Seattle

Principal User Experience Lead

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We're building a more open world. Join us.

Traveler & Partner Services Platform (TPSP) is Expedia Group's division responsible for the global Customer Support Strategy for all brands, the execution, and the technology related to it. The TPSP team deploys Virtual and Human Agents to provide effortless traveler support to Expedia Travelers (B2C) and Expedia Demand Partners (B2) and their travelers, based on a business-to-business model across multiple brands and channels.

We are looking for a visionary and hands-on Principal UX Designer to lead the user experience strategy and design execution for our customer servicing platform transformation. This role will play a critical part in shaping intuitive, intelligent, and scalable experiences that leverage AI/ML to enhance both customer and agent interactions.

In this role you will:

• Experience Strategy: Define and drive the end-to-end UX vision for the servicing platform, aligning with business goals and user needs across multiple personas (customers, agents, supervisors).
• AI/ML-Driven Design: Collaborate with product, engineering, and data science teams to design experiences that integrate AI/ML capabilities such as agent assist, predictive insights, and self-service automation.
• Design Leadership: Lead and mentor a team of designers, setting a high bar for craft, usability, and accessibility across all touchpoints.
• Cross-Functional Collaboration: Partner closely with product managers, engineers, researchers, and operations stakeholders to ensure design solutions are feasible, scalable, and impactful.
• Platform Consistency: Establish and evolve design systems and interaction patterns that support a cohesive and efficient platform experience.
• User Advocacy: Champion user-centered design through research, testing, and continuous iteration, ensuring that solutions are grounded in real user needs and behaviors.

Experience & Qualifications:

• 10+ years of experience in UX design, with at least 3 years in a principal or lead role.
• Proven track record designing complex enterprise or platform experiences, ideally in customer service or operations domains.
• Strong portfolio demonstrating systems thinking, interaction design, and visual design excellence.
• Experience designing for AI/ML-powered tools or workflows is highly preferred.
• Deep understanding of design systems, accessibility standards, and responsive design.
• Excellent communication, facilitation, and storytelling skills.

Preferred Qualifications:

• Familiarity with tools like Figma, Adobe XD, or similar.
• Experience working in agile product development environments.
• Background in service design or human-centered AI.