Product Designer L2/Senior - CEG (Bangkok - Based, Relocation Provided)

📍 Job Overview

Job Title: Product Designer L2/Senior - CEG (Bangkok - Based, Relocation Provided)

Company: Agoda

Location: Bangkok, Thailand

Job Type: Full-Time

Category: Product Design / User Experience (UX)

Date Posted: 2026-09-02

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• Drive the end-to-end product design process for self-service customer support tools within the Customer Experience Group (CEG).

• Translate complex user needs and business requirements into intuitive and engaging interactive experiences.

• Lead design strategy and execution for a specific product area, ensuring cohesive and customer-centric solutions.

• Collaborate closely with Product Management, Engineering, Research, and other cross-functional stakeholders to deliver high-impact features.

• Champion user advocacy and data-driven decision-making throughout the product development lifecycle.

📝 Enhancement Note: This role focuses on the "Customer Experience Group (CEG)" which specifically deals with self-service tools for resolving booking issues. The "L2/Senior" designation implies a need for both strong execution skills and strategic leadership, with an expectation of mentoring and guiding design direction. The "CEG" context is crucial for understanding the operational impact of this design role, as it directly influences customer satisfaction and operational efficiency by reducing the need for human support.

📈 Primary Responsibilities

• Lead the discovery and ideation phases for new product features, defining problem statements and user needs.

• Conduct user research, usability testing, and prototype validation to gather critical feedback and inform design decisions.

• Develop sophisticated user flows, wireframes, and high-fidelity prototypes that clearly articulate design solutions.

• Present design concepts, rationale, and final work to peers, leadership, and cross-functional teams for feedback and alignment.

• Contribute to weekly design critiques, workshops, and team meetings to foster a collaborative and iterative design culture.

• Document design processes, decisions, and rationale to ensure transparency and knowledge sharing across teams.

• Ensure UX design consistency and cohesion across Agoda's growing suite of products and features.

• Act as a strategic leader, envisioning and implementing customer-centric experiences that integrate design, business objectives, content, and technology.

📝 Enhancement Note: The responsibilities highlight a blend of strategic thinking and hands-on execution. The emphasis on "running discovery phases," "testing prototypes and hypotheses," and "thinking and writing about your process" indicates a strong requirement for a proactive, research-informed design approach. The "strategic leader" aspect suggests this role is expected to influence product direction beyond just UI/UX execution.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a Bachelor's degree in Design, HCI, Computer Science, or a related field, or equivalent practical experience, is highly beneficial for understanding design principles and user-centered methodologies.

Experience: 5+ years of full-time experience as a UX/Interaction Designer for digital or web-based products, with a strong preference for in-house experience.

Required Skills:

• Proven ability to run discovery and ideation workshops, aligning teams around a shared vision.

• Demonstrated track record of crafting sophisticated user flows and customer journeys.

• Strong capability for system-level thinking, extending beyond individual interface elements.

• Excellent soft skills, including active listening, negotiation, and decisive problem-solving.

• Proven ability to balance multiple priorities and deliver successfully in fast-paced, dynamic environments.

• Proficiency in user research methodologies and translating quantitative & qualitative insights into design decisions.

• Experience presenting work effectively to diverse audiences, including peers and leadership.

• Ability to articulate ideas and design solutions clearly and concisely.

• Experience giving and receiving feedback with kindness and candor. Preferred Skills:

• Experience within the travel or e-commerce industry.

• Familiarity with design systems and their implementation.

• Knowledge of front-end development principles to facilitate collaboration with engineers.

• Experience mentoring junior designers.

• A portfolio showcasing a strong understanding of user-centered design principles and impact.

📝 Enhancement Note: The experience requirement is explicitly stated as "5+ years of full-time experience," and the preference for "in-house designer experience" suggests the company values candidates who understand internal product development cycles and stakeholder dynamics. The "Qualities we value" section reinforces the need for strong communication, collaboration, and a positive, growth-oriented mindset, which are critical for operational success in a dynamic tech environment.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase at least 2-3 comprehensive case studies detailing your end-to-end design process for complex digital products.

• For each case study, clearly articulate the problem statement, your role, the discovery and research methods used, design solutions, and measurable outcomes.

• Demonstrate your ability to think at a system level, illustrating how your designs integrate into a larger product ecosystem.

• Include examples of user flows, wireframes, prototypes, and final UI designs, highlighting key decision points and rationale.

• Clearly outline the impact of your work, ideally with quantitative data (e.g., improvements in conversion rates, reduction in support tickets, increased user satisfaction). Process Documentation:

• Ability to document and articulate your design process clearly, including research methodologies, ideation techniques, and validation strategies.

• Demonstrate experience in creating user journey maps, process flows, and information architecture diagrams.

• Evidence of using data (quantitative and qualitative) to inform and validate design decisions throughout the process.

• Examples of how you have contributed to or maintained design systems for consistency and scalability.

📝 Enhancement Note: Given the emphasis on "thinking and writing about your process" and "crafting sophisticated flows," a portfolio that deeply illustrates the 'why' behind design decisions is essential. The mention of "Customer Experience Group (CEG)" and "self-service tools" suggests that case studies demonstrating problem-solving that reduces user friction and operational load would be highly relevant.

💵 Compensation & Benefits

Salary Range:

Based on industry benchmarks for a Senior Product Designer (L2 equivalent) in Bangkok, Thailand, with 5-10 years of experience, the estimated annual salary range is between ฿1,500,000 - ฿2,500,000 THB. This estimate considers the cost of living in Bangkok, the seniority of the role, and Agoda's position within the global travel tech industry.

Benefits:

• Competitive salary and performance-based bonuses.

• Comprehensive health insurance (medical, dental, vision) for employees and dependents.

• Relocation assistance provided for candidates moving to Bangkok.

• Generous paid time off (vacation, sick leave, public holidays).

• Opportunities for professional development, training, and attending industry conferences.

• Employee discounts on Agoda bookings.

• Access to a global network of employees and diverse career opportunities within Booking Holdings.

• Opportunities to work on impactful products that shape the travel experience for millions worldwide.

• Modern office facilities and a collaborative work environment.

Working Hours: Standard full-time working hours are typically 40 hours per week, with flexibility offered to accommodate project needs and individual work styles, aligning with a hybrid work model.

📝 Enhancement Note: Salary ranges for Bangkok are highly variable. The provided estimate is based on general market data for senior tech roles in major Southeast Asian cities and should be considered a benchmark. Agoda's status as a global company and part of Booking Holdings suggests a competitive compensation and benefits package is likely. The mention of relocation assistance is a significant benefit for international candidates.

🎯 Team & Company Context

🏢 Company Culture

Industry: Online Travel Agency (OTA) / E-commerce / Technology. Agoda operates within the highly competitive and dynamic global travel industry, leveraging technology and data to connect travelers with accommodations, flights, and experiences.

Company Size: Over 7,000 employees globally, indicating a large, established organization with significant resources and complex operational structures.

Founded: 2005. Agoda has a proven track record and has grown significantly since its inception, now being part of Booking Holdings, a major player in the online travel space.

Team Structure:

• The Product Designer role is within the Customer Experience Group (CEG) Consumer team, focused on self-service tools.

• Designers work in squads, typically collaborating with 1 Product Manager, 6-8 Engineers, Researchers, and other cross-functional partners.

• This structure promotes agile development and close collaboration within focused product areas. Methodology:

• Data and technology are central to Agoda's culture, driving curiosity and innovation.

• A strong emphasis on user-centric design, informed by quantitative and qualitative insights.

• Agile development methodologies are likely employed, facilitating rapid iteration and feedback loops.

• Cross-functional collaboration is a cornerstone, ensuring alignment between design, product, engineering, and business goals.

Company Website: https://www.agoda.com/

📝 Enhancement Note: Agoda's culture is described as data-driven and technology-focused, which is critical for operations professionals. The "CEG Consumer team" context is vital, as it implies a focus on operational efficiency through improved customer self-service, directly impacting support costs and customer satisfaction metrics.

📈 Career & Growth Analysis

Operations Career Level: This role is designated as L2/Senior Product Designer, indicating a mid-to-senior level position. It requires not only strong individual contribution but also the ability to lead design efforts, influence product strategy, and mentor others. The scope of responsibility is significant, covering a key area of customer interaction within Agoda's platform.

Reporting Structure: Typically, Product Designers report to a Design Lead or Head of Design within their respective groups (like CEG). They work closely within agile squads, reporting functionally to design leadership and collaboratively within their product team.

Operations Impact: Product Designers at Agoda have a direct impact on operational efficiency by creating self-service tools that reduce the volume of customer support inquiries. This frees up operational resources, lowers costs, and improves the overall customer experience, contributing to customer retention and loyalty. By simplifying problem resolution, they enhance the "guest booking experience," which is a core business objective.

Growth Opportunities:

• Specialization: Deepen expertise in specific product domains within the CEG or explore other areas within Agoda's extensive product portfolio.

• Leadership: Progress to a Lead Product Designer or Design Manager role, taking on greater strategic responsibility and team leadership.

• Skill Development: Continuous learning through workshops, conferences, and internal training programs focused on advanced UX methodologies, design systems, and emerging technologies.

• Cross-functional Mobility: Opportunities to move into Product Management or related roles based on demonstrated skills and interests.

• Global Mobility: As part of Booking Holdings, there may be opportunities to transfer to other offices or brands within the group.

📝 Enhancement Note: The "L2/Senior" designation suggests a clear career path. The emphasis on "strategic leadership" and "vision" implies this role is a stepping stone to more senior design or product roles, particularly within areas focused on operational efficiency and customer self-service.

🌐 Work Environment

Office Type: Agoda operates with a hybrid work model. This typically involves a mix of in-office collaboration and remote work, allowing for flexibility while maintaining team cohesion. The Bangkok office is likely a modern, dynamic workspace.

Office Location(s): The primary location for this role is Bangkok, Thailand. Agoda also has offices in various global hubs, which could be relevant for future opportunities.

Workspace Context:

• The workspace is designed to foster collaboration, innovation, and productivity, with modern amenities.

• Expect access to necessary design tools, software, and potentially dedicated spaces for workshops and team meetings.

• The environment encourages interaction with diverse teams, promoting cross-pollination of ideas and learning.

• Agoda's focus on data and technology means the workspace is likely equipped to support these initiatives.

Work Schedule: The standard work schedule is likely aligned with typical business hours in Bangkok (e.g., 9 AM - 6 PM ICT), with the flexibility to adjust based on project needs and the hybrid work arrangement. This allows for focused work sessions and collaborative periods.

📝 Enhancement Note: The hybrid nature of the work environment is key. For operations-focused roles, this often means balancing focused analytical work that might be better done remotely with collaborative sessions (design critiques, strategy meetings) that benefit from in-person interaction. The Bangkok location is a major draw, offering a vibrant city life and a significant tech hub.

📄 Application & Portfolio Review Process

Interview Process:

• Application Submission: Submit your resume and a link to your portfolio.

• Portfolio Review: Initial screening will involve a review of your portfolio to assess your design skills, process, and impact.

• Hiring Manager/Recruiter Screen: A preliminary conversation to discuss your experience, motivations, and suitability for the role.

• Design Challenge/Case Study Presentation: You may be asked to present a case study from your portfolio or complete a take-home design challenge to demonstrate your problem-solving abilities and design process.

• Team Interviews: Interviews with peers (other designers, researchers) and cross-functional partners (Product Managers, Engineers) to assess collaboration skills and cultural fit.

• Leadership Interview: A final interview with senior design leadership to discuss strategic thinking, leadership potential, and overall alignment with Agoda's vision.

Portfolio Review Tips:

• Curate Strategically: Select case studies that best showcase your experience with user-centric design, complex problem-solving, and driving measurable impact, particularly in areas related to customer support or self-service tools if possible.

• Tell a Story: For each case study, clearly articulate the problem, your role, the process, the rationale behind your decisions, and the outcomes. Quantify impact wherever possible.

• Highlight Process: Emphasize your design thinking, research methodologies, and how you iterated based on feedback. This is crucial for senior roles.

• System Thinking: Demonstrate how your designs fit into a larger product ecosystem and contribute to overall product strategy.

• Be Prepared to Discuss: Be ready to dive deep into your projects, discuss trade-offs, and explain your decision-making process in detail.

Challenge Preparation:

• Understand the Context: If given a design challenge, thoroughly understand the problem statement and the user context (customer issues in travel booking).

• Structure Your Approach: Outline your thought process, research steps (even if hypothetical for a limited time), ideation, and proposed solutions.

• Focus on Rationale: Clearly explain why you made certain design choices.

• Consider Trade-offs: Discuss potential challenges, limitations, and alternative solutions.

• Presentation Skills: Practice presenting your solution concisely and effectively, anticipating questions.

📝 Enhancement Note: The emphasis on "running discovery phases," "testing prototypes," and "thinking and writing about your process" means interviewers will look for a deep understanding of the design lifecycle, not just polished UI. The "CEG" focus suggests that demonstrating how design can improve operational efficiency and reduce customer friction will be highly valued.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop), InVision, Axure RP. Candidates should be proficient in at least one major design and prototyping tool.

• User Research & Testing: Tools like UserTesting.com, Lookback, Maze, or internal Agoda research platforms.

• Collaboration & Project Management: Jira, Confluence, Asana, Trello. Familiarity with agile project management tools is essential.

Analytics & Reporting:

• Data Analysis: Familiarity with tools like Google Analytics, Amplitude, Mixpanel, or internal BI dashboards to understand user behavior and performance metrics.

• Reporting: Ability to interpret data and translate insights into actionable design improvements.

CRM & Automation:

• While not a direct CRM/Automation role, understanding how design interacts with these systems (e.g., customer support platforms) is beneficial. Experience with tools that manage customer feedback or support tickets may be advantageous.

📝 Enhancement Note: Proficiency in industry-standard design and prototyping tools like Figma is almost certainly a prerequisite. For a role focused on customer experience and self-service tools, familiarity with user research platforms and analytics tools is critical for demonstrating a data-driven approach and understanding the impact of design decisions on user behavior and operational metrics.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A deep commitment to understanding and solving customer problems, particularly in reducing friction and frustration in booking resolutions.

• Data-Driven Decisions: Utilizing quantitative and qualitative data to inform design choices and measure impact.

• Collaboration & Transparency: Open communication, constructive feedback, and a willingness to work closely with diverse teams.

• Curiosity & Innovation: A drive to explore new ideas, challenge existing assumptions, and continuously improve products and processes.

• Integrity & Quality: Upholding high standards in design execution, user experience, and ethical practices.

Collaboration Style:

• Cross-functional Integration: Designers are expected to be active participants in cross-functional squads, working seamlessly with Product Managers, Engineers, and Researchers.

• Iterative Feedback: A culture that encourages regular design critiques and feedback sessions to refine solutions.

• Knowledge Sharing: Actively sharing insights, best practices, and learnings with the broader design community within Agoda.

• Agile Mindset: Embracing flexibility, adaptability, and a willingness to pivot based on new information or changing priorities.

📝 Enhancement Note: The company values align well with operational excellence. "Customer-Centricity" directly translates to reducing support load. "Data-Driven Decisions" are core to operations. "Collaboration & Transparency" are essential for smooth GTM operations. The "CEG" context suggests a strong focus on how design impacts operational efficiency and customer support metrics.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing User Needs with Business Goals: Navigating the complexities of meeting diverse user needs while aligning with business objectives and technical constraints.

• Scaling Design Solutions: Ensuring designs can scale effectively across a growing product suite and a global user base.

• Ambiguity in Requirements: Working with evolving product requirements and market dynamics, requiring strong problem-solving and strategic thinking.

• Cross-Team Alignment: Effectively communicating and aligning design vision and execution across multiple departments and stakeholders.

• Driving Behavioral Change: Designing experiences that not only solve immediate problems but also encourage users to adopt self-service channels.

Learning & Development Opportunities:

• Advanced UX/Product Strategy: Opportunities to deepen expertise in strategic product thinking, service design, and complex user journey mapping.

• Industry Conferences & Workshops: Access to leading industry events and training programs to stay abreast of design trends and best practices.

• Mentorship Programs: Opportunities to be mentored by senior design leaders or to mentor junior designers, fostering leadership skills.

• Exposure to Global Markets: Working on products used by a diverse global audience, providing insights into different user behaviors and cultural nuances.

• Internal Mobility: Potential to move into leadership roles, product management, or explore other design disciplines within Agoda or Booking Holdings.

📝 Enhancement Note: The challenges presented are common in senior operational and product roles. The emphasis on "balancing user needs with business goals" and "scaling design solutions" directly relates to operational efficiency and strategic GTM planning. The growth opportunities highlight a clear path for advancement within a large, structured organization like Agoda.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led the discovery phase for a complex product feature. What was your process, and what were the key insights you uncovered?" (Focus on your structured approach, user research, and how insights led to product definition).

• "How do you balance user needs with business objectives and technical constraints when designing a solution? Provide an example." (Highlight your negotiation skills, prioritization, and ability to find optimal trade-offs).

• "Walk us through a challenging customer journey you've designed or redesigned. What made it challenging, and how did your design address the pain points and improve the experience?" (Emphasize user empathy, flow design, and demonstrable impact). Company & Culture Questions:

• "What interests you about Agoda and specifically the CEG team's focus on customer self-service tools?" (Research Agoda's mission, values, and the importance of operational efficiency in travel tech).

• "How do you approach giving and receiving feedback in a design critique setting?" (Showcase your communication skills, ability to be constructive yet kind, and openness to iteration).

• "Describe a situation where you had to influence stakeholders who had different priorities. How did you achieve alignment?" (Demonstrate your soft skills, negotiation abilities, and focus on shared goals). Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly define the problem, your role, the process (discovery, ideation, validation), your key contributions, the final solution, and the measurable outcomes.

• Highlight Your Process: Emphasize the 'why' behind your decisions, showcasing your research, user empathy, and strategic thinking. For senior roles, demonstrating system-level thinking is crucial.

• Quantify Impact: Whenever possible, use data (e.g., conversion rates, task success rates, reduction in support tickets) to illustrate the success of your designs.

• Be Ready for Deep Dives: Anticipate questions about your specific contributions, trade-offs made, and alternative solutions considered.

• Connect to Agoda: Briefly explain how your experience and approach align with Agoda's values and the specific challenges of the CEG team.

📝 Enhancement Note: The interview preparation advice is tailored to a senior design role with a strong emphasis on process, strategy, and cross-functional collaboration, which are all critical for operations-adjacent roles. The focus on "CEG" and "self-service tools" means highlighting examples where design directly improved operational efficiency or customer self-sufficiency will be highly beneficial.

📌 Application Steps

To apply for this Product Designer position:

• Submit your application through the provided link on the Agoda careers portal.

• Portfolio Customization: Tailor your portfolio to highlight projects demonstrating your ability to solve complex user problems, your end-to-end design process, and your impact, especially if you have experience with customer support tools or improving user self-sufficiency.

• Resume Optimization: Ensure your resume clearly articulates your 5+ years of experience, relevant skills (UX/Interaction Design, Prototyping, User Research, System Thinking), and achievements using keywords from the job description. Quantify your accomplishments where possible.

• Interview Preparation: Thoroughly review the Agoda hiring process guidelines linked in the job description. Prepare to present 2-3 strong case studies, focusing on your strategic thinking, problem-solving approach, and the measurable impact of your designs. Practice articulating your design rationale clearly and concisely.

• Company Research: Familiarize yourself with Agoda's mission, values, products, and the specific focus of the Customer Experience Group (CEG). Understand how their self-service tools contribute to both customer satisfaction and operational efficiency.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.