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Senior Director, Service Design

United States - Washington - Seattle


Senior Director, Service Design

At Expedia Group, our mission is to power global travel for everyone, everywhere. As a Senior Director, Service Design, for our XD (Experience Design) organization, you'll support that mission by leading a team to envision new services and experiences for travelers, partners, agents, and developers across the Expedia platform. Your work will shine new light on the Expedia customer experience, and you'll partner across the company to make sure every customer touchpoint feels intentional and thoughtfully designed.

As a practice leader, you are an inspiring presence who ignites curiosity and sets a higher standard for craft. You'll build energizing spaces where designers can excel. You possess a clear point of view on what Service Design is, and does, and you're able to grow and lead an efficient, collaborative team in support of that vision.

What you'll do:

This role sits on our XD extended leadership team and drives the vision, charter, strategy, and team model for the Service Design practice within our global XD organization. Chief among your responsibilities:

  • Be the company's leading voice for Service Design. We need leadership that amplifies the practice both inside and outside of Expedia Group.
  • Add to our XD talent brand and be a magnet for top talent. We're looking to you to make Expedia Group a center of gravity for Service Designers!
  • Lead the development of frameworks, methodologies, and playbooks that unify our Service Design community and help to define the practice.
  • Partner with Design Ops, XD Leadership, and Business Operations to develop and carry out an effective hiring plan and goals for the practice.
  • Collaborate with human-centered design (HCD) leaders to ensure that Service Design has a distinct, impactful presence.
  • Facilitate activities that help team members understand customer challenges, identify design opportunities, and co-create thoughtful products and services across the platform.
  • Partner with our User Research Center of Excellence to influence the research roadmap.
  • Apply quantitative and qualitative techniques to uncover human needs, develop insights, generate concepts, and craft solutions.

Who you are:

  • 10+ years of proven success leading digital and/or Service Design teams. Experience in platform and technology companies is desirable but not required.
  • Shown expertise in human-centered methodologies, business strategy, accessibility and inclusive design, and scalable design frameworks.
  • The ability to use storytelling to explain insights captured from data, research, and other technical domains.
  • Collaborative, curious, and thoughtful, with a beginner's mentality and first-principles approach to problem-solving.
  • Champion for effortless, intuitive, customer-centered experiences. You focus on the details and hold yourself and others to a high bar!
  • A portfolio of work that demonstrates your capabilities in the aforementioned, with attention to artifacts such as experience maps, ecosystem diagrams, service blueprints, and user journeys.

Why join us:

Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so.

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground, so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.

About Expedia Group 

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®,®, Expedia® Partner Solutions, Vrbo®, Egencia®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®,™, and Expedia Cruises™.  

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

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, or veteran status. 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.

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Job Category
Technology Group

Job Function
User Experience

United States - Washington - Seattle
United States - Texas - Austin
United States - New York
United States - Illinois - Chicago
United States - California - San Francisco

Job Type
Full-Time Regular

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