Lead Service Designer

As a Lead Service Designer, in our XD (Experience Design) organization, you’ll lead teams to envision new services and experiences for travelers, partners, agents, and developers across the Expedia platform. Service Designers shine new light on the Expedia customer experience, and you’ll partner across the company to make sure every customer touchpoint feels relevant and intentionally crafted. Do you want to encourage a positive environment where a hardworking and passionate design community strives to take design to the next level? Then apply to this role today!

What you’ll do:

This role is focused on crafting our new loyalty experience. Chief among your responsibilities:

• Lead the delivery of sophisticated service design projects

• Facilitate activities that help our teams understand customer challenges, identify design opportunities, and co-create meaningful 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.

• Build detailed and scalable user journey maps, service blueprints, and ecosystem maps bring various teams in Expedia together.

• Contribute to the development of frameworks, methodologies, and playbooks that unify our Service Design community and help to define the practice.

• Collaborate with human-centered design (HCD) leaders to ensure that Service Design has a distinct, impactful presence in HCD at Expedia Group

Who you are (Skills & Experience): 

• 6+ years of proven experience leading digital and/or Service Design teams. Experience in platform and technology companies is desirable but not required.

• Demonstrated expertise in human-centered methodologies, business strategy, accessibility and inclusive design, and scalable design frameworks.

• Proven 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-centred experiences. You understand that perfection is an iterative goal, but you sweat 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 artefacts such as experience maps, ecosystem diagrams, service blueprints, and user journeys.