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

📍 Job Overview

Job Title: Senior Product Designer - CEG

Company: Agoda

Location: Bangkok, Thailand

Job Type: Full-Time

Category: Product Design / Customer Experience Operations

Date Posted: 2026-06-22

Experience Level: 5-10 Years

Remote Status: Hybrid (Relocation Provided)

🚀 Role Summary

• Drive the end-to-end product design process, from initial concept and discovery through to user testing and final implementation, with a strong focus on enhancing the core guest experience.

• Lead the definition and execution of sophisticated user flows and customer journeys that directly impact the booking experience for a global audience.

• Collaborate closely with product managers, engineers, researchers, and cross-functional stakeholders to ensure cohesive and customer-centric design solutions across Agoda's product suite.

• Champion a data-driven design approach, translating quantitative and qualitative insights into actionable design decisions that meet both user needs and business objectives.

• Act as a strategic leader within the Customer Experience Group (CEG), influencing product vision and ensuring design consistency and quality across a growing family of products and features.

📝 Enhancement Note: This role is within Agoda's Customer Experience Group (CEG), which is unique in its direct customer interaction. The Senior Product Designer will therefore need to balance user experience enhancement with the operational realities and business objectives of a customer support and operations function. The emphasis on "strategic leader" and "system level thinking" suggests a need for a candidate who can not only design individual features but also contribute to the overarching design strategy and operational efficiency of the CEG.

📈 Primary Responsibilities

• Lead discovery phases to identify user needs and define product requirements for the CEG, ensuring alignment with broader Agoda product strategy.

• Design and develop sophisticated user flows, wireframes, prototypes, and high-fidelity mockups for digital and web-based products.

• Conduct user research and usability testing on prototypes and hypotheses to gather direct customer feedback and validate design solutions.

• Present design work, process, and decisions effectively to peers, leadership, and cross-functional teams through critiques, workshops, and presentations.

• Champion consistency and cohesion in UX design across the CEG, ensuring a unified and intuitive customer experience.

• Translate quantitative data (e.g., user metrics, conversion rates) and qualitative insights (e.g., user feedback, support tickets) into impactful design improvements.

• Collaborate with engineering teams to ensure accurate implementation of designs and to troubleshoot any design-related issues.

• Contribute to the strategic vision of the CEG, identifying opportunities to leverage design for improved customer satisfaction and operational efficiency.

• Actively participate in weekly design critiques, workshops, all-hands meetings, and squad meetings to foster collaboration and continuous improvement.

• Document design processes and decisions thoroughly, providing clear rationale for design choices.

📝 Enhancement Note: The responsibilities highlight a strong emphasis on user-centricity, data-driven decision-making, and cross-functional collaboration, all critical for effective operations within a customer-facing group like CEG. The requirement to "think and write about your process" indicates a need for strong communication and documentation skills, essential for operational transparency and knowledge sharing.

🎓 Skills & Qualifications

Education: Bachelor's degree in Design, Human-Computer Interaction, Computer Science, or a related field, or equivalent practical experience.

Experience:

• 5+ years of full-time experience in UX/Interaction Design for digital or web-based products.

• In-house design experience at a technology company is highly preferred.

• Proven track record of designing and delivering sophisticated customer journeys and user flows.

• Experience working in a fast-paced, dynamic environment with the ability to balance multiple priorities. Required Skills:

• Expertise in UX/Interaction Design principles and methodologies.

• Proficient in creating wireframes, prototypes, and high-fidelity mockups using industry-standard design tools (e.g., Figma, Sketch, Adobe XD).

• Strong understanding of user research techniques and usability testing.

• Ability to conduct discovery and ideation workshops, driving alignment around product vision.

• Skilled in translating quantitative and qualitative insights into design decisions.

• Excellent communication, presentation, and interpersonal skills, with the ability to articulate ideas and design solutions effectively.

• Experience in system-level thinking, designing cohesive experiences beyond individual interface elements.

• Proficiency in collaboration tools and methodologies for cross-functional teamwork.

• Demonstrated ability to lead and influence design direction within a team. Preferred Skills:

• Experience within a customer support or operations-focused group (e.g., CEG).

• Familiarity with A/B testing and conversion rate optimization strategies.

• Experience in designing for global audiences with diverse cultural contexts.

• Knowledge of front-end development principles (HTML, CSS, JavaScript) to facilitate collaboration with engineers.

• Experience with design systems and ensuring UX consistency across multiple products.

📝 Enhancement Note: The "5+ years of full-time experience" coupled with "Senior Product Designer" title implies a need for a candidate who can operate with a high degree of autonomy and strategic input. The emphasis on "in-house designer experience highly preferred" suggests Agoda values candidates who understand the internal dynamics and collaborative processes of a product development team. The explicit mention of "soft skills: listening, negotiating, decision-making" underscores the importance of collaboration and influence within a cross-functional environment.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 3-5 complex projects demonstrating end-to-end product design ownership, from discovery to launch.

• Highlight projects that involved significant user research, prototyping, and iterative design based on feedback.

• Include examples of system-level thinking and how your designs contributed to a cohesive user experience across multiple features or products.

• Detail your specific role and contributions within each project, especially in collaborative team settings.

• Demonstrate your ability to translate business objectives and operational needs into user-centric design solutions. Process Documentation:

• Provide clear documentation of your design process for key projects, including:

  • Discovery and research methodologies (e.g., user interviews, competitive analysis, data analysis).
  • Ideation and sketching techniques used.
  • Prototyping tools and fidelity levels employed.
  • User testing protocols and how feedback was incorporated.
  • Collaboration touchpoints with product managers, engineers, and researchers.
  • Rationale for key design decisions, supported by data or user insights.

• Showcase examples of how you've championed consistency and cohesion in UX design.

• Include documentation of your experience in presenting work and receiving/giving feedback in design critiques.

📝 Enhancement Note: For a Senior Product Designer role, particularly within an operations-focused group like CEG, the portfolio should not just showcase visual design but critically, the candidate's strategic thinking, problem-solving methodology, and ability to drive impact. Demonstrating how designs solved specific user or operational problems, supported by evidence (data, user feedback), will be crucial. The ability to articulate design decisions and process is paramount.

💵 Compensation & Benefits

Salary Range:

Based on industry benchmarks for Senior Product Designers in Bangkok, Thailand, with 5-10 years of experience, a competitive salary range is estimated to be between THB 1,500,000 - THB 2,500,000 per year (approximately USD 40,000 - USD 68,000). This range accounts for the specialized skills, experience level, and the added value of relocation assistance.

Benefits:

• Relocation Provided: Comprehensive relocation assistance for the candidate and potentially their family to Bangkok, Thailand.

• Competitive Salary: As detailed in the salary range above.

• Health & Wellness: Comprehensive health insurance, dental, and vision coverage.

• Paid Time Off: Generous annual leave, sick leave, and public holidays.

• Professional Development: Opportunities for training, workshops, conferences, and continuous learning.

• Employee Discounts: Access to Agoda's travel booking discounts.

• Work-Life Balance: Hybrid work model promoting flexibility.

• Global Network: Opportunity to work with a diverse, international team.

Working Hours:

The standard working hours are typically 40 hours per week, aligning with the hybrid work arrangement. Flexibility is expected, with the ability to adapt schedules to accommodate project needs, cross-team collaboration, and international stakeholder communication across different time zones.

📝 Enhancement Note: The salary estimate is based on aggregated data from reputable sources for senior-level design roles in major Southeast Asian tech hubs, adjusted for Agoda's known compensation practices and the inclusion of relocation benefits. The benefits listed are standard for multinational tech companies and are tailored to attract experienced professionals seeking international opportunities.

🎯 Team & Company Context

🏢 Company Culture

Industry: Online Travel Agency (OTA) / Hospitality Technology. Agoda operates in a highly competitive and dynamic global travel market, leveraging technology to connect travelers with accommodations, flights, and experiences worldwide.

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

Founded: 2005. Agoda has grown from a startup into a major player in the travel tech industry, now part of Booking Holdings, suggesting a culture that balances innovation with established corporate processes.

Team Structure:

• The candidate will be part of the Customer Experience Group (CEG), Agoda's dedicated support team. This team is unique as it directly interfaces with customers, making it a critical touchpoint for service delivery and operational feedback.

• You will collaborate within a squad comprising a Product Manager, 6-8 Engineers, Researchers, and other cross-functional partners.

• The design function likely operates with a hub-and-spoke model, with a central design leadership overseeing specialized design teams like the one within CEG. Methodology:

• Data-Driven Decision Making: Agoda places a strong emphasis on data and technology, using analytics to fuel curiosity and innovation in product development and operational improvements.

• Agile Development: The squad structure and collaboration with engineers suggest an agile or iterative product development methodology.

• Customer-Centricity: A core tenet, especially for the CEG, is understanding and serving the customer's needs to ensure a seamless and satisfactory travel booking experience.

• Continuous Improvement: Regular design critiques, workshops, and a culture of feedback encourage ongoing refinement of processes and products.

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

📝 Enhancement Note: The CEG's role as a direct customer interface means that operational efficiency and customer satisfaction are intrinsically linked. A Senior Product Designer here must understand how their designs impact support volumes, agent efficiency, and overall customer loyalty. The company's global presence and diverse workforce are key cultural elements that designers should be prepared to engage with.

📈 Career & Growth Analysis

Operations Career Level: Senior Product Designer. This level indicates a significant degree of autonomy, responsibility for complex projects, and the expectation to mentor junior designers. The role requires strategic thinking and the ability to influence product direction, particularly within the CEG's domain of customer support and experience.

Reporting Structure: The Senior Product Designer will report to a design lead or manager within the CEG or a broader product design umbrella, while working closely with a Product Manager and engineering squad. This structure facilitates both specialized focus and cross-functional integration.

Operations Impact: The role has a direct impact on customer satisfaction by improving the booking experience and potentially reducing support inquiries through better design. It also influences operational efficiency by providing clearer interfaces and self-service options for customers and potentially tools for support agents. The ability to translate these improvements into measurable business outcomes (e.g., conversion rates, reduced support costs, increased customer loyalty) is key.

Growth Opportunities:

• Leadership Development: Potential to move into a Lead Product Designer role, managing a small team or a specific product area, and mentoring junior designers.

• Specialization: Deepen expertise in specific areas of customer experience design, user research, or system design within the travel tech industry.

• Cross-Functional Mobility: Opportunities to move into Product Management or other strategic roles within Agoda, leveraging a deep understanding of user needs and product development.

• Global Exposure: Potential for international assignments or leading global design initiatives, capitalizing on Agoda's worldwide presence.

• Skill Enhancement: Continuous learning through workshops, conferences, and exposure to advanced design challenges and technologies.

📝 Enhancement Note: For a Senior Product Designer in the CEG, growth opportunities are likely tied to both design leadership and operational impact. Demonstrating an ability to not only design great experiences but also to understand and improve the underlying operational processes that support them will be key to career advancement at Agoda.

🌐 Work Environment

Office Type: Agoda operates on a hybrid work model, meaning the role will involve a combination of in-office collaboration and remote work. The Bangkok office is likely a modern, collaborative workspace designed to foster innovation and teamwork.

Office Location(s): The primary office location is Bangkok, Thailand. This vibrant city offers a rich cultural experience and a growing tech hub environment. Specific details about the office's amenities and accessibility would be available upon inquiry.

Workspace Context:

• Collaborative Environment: Expect a dynamic workspace with open-plan areas, meeting rooms, and breakout spaces designed to facilitate interaction and brainstorming among designers, engineers, and product teams.

• Tools & Technology: Access to industry-standard design software, hardware, and collaborative platforms necessary for high-quality product design work.

• Team Interaction: Regular opportunities for face-to-face interaction with squad members, design peers, and leadership, fostering a strong sense of team cohesion and shared purpose within the CEG.

• International Exposure: The multicultural nature of Agoda means the workspace will be diverse, offering exposure to different perspectives and working styles.

Work Schedule:

The hybrid model allows for flexibility, typically involving a set number of days in the office per week. This structure aims to balance focused individual work time with valuable in-person collaboration. Standard working hours are approximately 40 hours per week, but adaptability for project deadlines and global team coordination is expected.

📝 Enhancement Note: The hybrid nature of the role in Bangkok implies a need for self-discipline and effective remote communication skills, alongside the ability to engage actively during in-office days. The emphasis on collaboration suggests that the office environment is geared towards team-based problem-solving and innovation.

📄 Application & Portfolio Review Process

Interview Process:

Agoda outlines a clear hiring process on their careers site. For a Senior Product Designer role, expect the following stages:

1. Application Screening: Review of your resume and portfolio against the role requirements.

2. Hiring Manager/Recruiter Screen: An initial conversation to assess your experience, motivations, and cultural fit.

3. Portfolio Presentation & Design Challenge: A core part of the process will likely involve presenting your portfolio, highlighting key projects, and potentially undertaking a design exercise or case study relevant to the CEG's challenges (e.g., improving a customer support workflow, designing a new feature for booking assistance).

4. Cross-functional Interviews: Meetings with Product Managers, Engineers, Researchers, and potentially other Designers to assess collaboration skills, technical understanding, and strategic thinking.

5. Leadership Interview: A final discussion with senior design or product leadership to evaluate your strategic vision and leadership potential.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 of your strongest, most relevant projects that showcase your end-to-end design process, system thinking, and impact. Focus on projects that align with the CEG's customer experience and operational improvement goals.

• Tell a Story: For each project, clearly articulate the problem, your role, the process you followed, the challenges you faced, your key decisions (and why), and the measurable outcomes or impact. Use visuals effectively to communicate your ideas.

• Highlight Process & Rationale: Emphasize your design methodology, how you incorporated user feedback and data, and the strategic thinking behind your solutions. Be prepared to discuss trade-offs and alternative approaches.

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

• Practice Your Presentation: Rehearse your presentation to ensure it flows well, stays within time limits, and clearly communicates your value proposition. Be ready for in-depth Q&A.

Challenge Preparation:

• Understand CEG: Research Agoda's Customer Experience Group, its role, and the types of challenges it faces (e.g., handling booking inquiries, resolving issues, improving agent efficiency, enhancing self-service options).

• Embrace Ambiguity: Be prepared for design challenges that may have incomplete information. Demonstrate your ability to ask clarifying questions and make reasoned assumptions.

• Focus on Impact: Frame your solutions in terms of user benefit and business/operational impact. Quantify potential improvements where possible.

• Showcase Collaboration: If the challenge involves collaboration, demonstrate how you would work with different stakeholders (e.g., PM, engineers) to arrive at a solution.

📝 Enhancement Note: The explicit mention of a "Hiring Process Guidelines" link indicates Agoda's transparency. Candidates should thoroughly review this link for specific insights into their interview expectations. The emphasis on design critiques and process documentation suggests that the interview will heavily scrutinize the candidate's thought process and ability to articulate their work.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma (highly probable, industry standard), Sketch, Adobe Creative Suite (Photoshop, Illustrator), potentially Principle or ProtoPie for advanced animations.

• User Research & Testing: Tools for conducting user interviews, surveys, and usability testing (e.g., UserTesting.com, Maze, Qualtrics, SurveyMonkey).

• Collaboration & Project Management: Jira, Confluence, Asana, Trello, Slack, Miro, Mural for team communication, task tracking, and collaborative whiteboarding.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics, or similar platforms to understand user behavior and track key metrics.

• Product Analytics: Tools like Mixpanel, Amplitude, or internal BI dashboards for in-depth product usage analysis.

• Data Visualization: Tableau, Looker, or internal dashboards for presenting data insights to stakeholders.

CRM & Automation:

• While not a primary design tool, familiarity with CRM systems (e.g., Salesforce) and customer support platforms (e.g., Zendesk, internal ticketing systems) is beneficial for understanding the operational context of the CEG.

• Understanding of workflow automation principles may be relevant for designing efficient customer journeys or agent tools.

📝 Enhancement Note: Agoda's reliance on data and technology suggests a modern tech stack. Proficiency in Figma is almost a given for a contemporary design role. Understanding how design integrates with analytics and customer support systems will be key for this specific role within the CEG.

👥 Team Culture & Values

Operations Values:

• Quality & Integrity: A commitment to delivering high-quality work and operating with honesty and ethical standards, crucial for customer trust in travel bookings.

• Customer-Centricity: Placing the customer at the heart of all decisions, ensuring seamless and positive travel experiences, especially critical for the CEG.

• Curiosity & Innovation: A drive to explore new ideas, challenge the status quo, and leverage data and technology to find better solutions.

• Efficiency & Optimization: A focus on streamlining processes and improving operational effectiveness to deliver value to both customers and the business.

• Collaboration & Teamwork: Working effectively with diverse teams across functions and geographies to achieve shared goals.

Collaboration Style:

• Cross-functional Integration: Designers are expected to work seamlessly with Product Managers, Engineers, Researchers, and other stakeholders, fostering a collaborative environment where diverse perspectives are valued.

• Open Communication: Encouragement of open dialogue, candid feedback, and constructive debate to drive better outcomes. Designers are expected to articulate their ideas clearly and listen actively to others.

• Data-Informed: Decisions are typically informed by data and user insights, but designers are empowered to use their expertise and intuition to shape the user experience.

• Iterative Approach: A willingness to experiment, learn from failures, and iterate on designs based on feedback and performance metrics.

📝 Enhancement Note: The values emphasize a blend of innovation and operational rigor. For a Senior Product Designer in the CEG, demonstrating how design can directly improve customer satisfaction and operational efficiency, while upholding integrity, will resonate strongly with Agoda's culture.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing UX with Operational Needs: Designing for the CEG requires a delicate balance between creating an optimal customer experience and supporting the operational efficiency of the support team. This may involve trade-offs between ideal UX and practical implementation within existing support workflows.

• Global Scalability & Localization: Ensuring designs are effective and culturally appropriate for a diverse global user base, while maintaining consistency across Agoda's products.

• Fast-Paced Environment: Adapting to rapidly evolving market trends and business priorities in the travel industry, requiring agility and the ability to pivot quickly.

• Ambiguity in Requirements: As with many senior roles, there may be instances of evolving or ambiguous project requirements, necessitating strong problem-solving and clarifying skills.

Learning & Development Opportunities:

• Advanced Design Techniques: Opportunities to explore and implement cutting-edge UX/UI patterns and interaction design principles.

• Data Analytics for Designers: Deepen understanding of how to leverage product and customer analytics to inform design strategy and measure impact.

• Customer Experience Strategy: Gain deeper insights into customer support operations and strategies for enhancing overall customer lifetime value.

• Leadership and Mentorship: Develop leadership skills through mentoring junior designers and contributing to design best practices and team development.

• Industry Exposure: Attend industry conferences and workshops related to design, travel tech, and customer experience.

📝 Enhancement Note: The challenges presented are inherent to a senior role in a fast-paced, global company, especially one focused on customer operations. The growth opportunities highlight pathways for both design specialization and broader strategic impact within the organization.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex customer journey you designed. What were the key challenges, and how did you overcome them using data and user feedback?"

• "How do you approach balancing user needs with business objectives and operational constraints in your design process?"

• "Walk us through a time you had to influence stakeholders or a cross-functional team to adopt your design vision. What was your strategy?"

• "How do you ensure design consistency and cohesion across multiple products or features within a larger ecosystem?" Company & Culture Questions:

• "What interests you about Agoda and specifically the Customer Experience Group?"

• "How do you align with Agoda's values of curiosity, quality, and customer-centricity?"

• "Describe your experience working in a diverse, multicultural team environment."

• "How do you handle constructive criticism or feedback on your design work?" Portfolio Presentation Strategy:

• Focus on Impact: For each project, clearly articulate the problem statement, your role and responsibilities, the design process, key decisions, and the measurable outcomes or business impact.

• Show, Don't Just Tell: Use clear visuals (wireframes, prototypes, final UI) to illustrate your work. Be prepared to walk through interactive prototypes.

• Explain Your "Why": Be ready to deeply explain the rationale behind your design decisions, referencing user research, data, and strategic thinking.

• Address CEG Context: Frame your examples to show how your skills are applicable to improving customer experience and operational processes within a support function.

• Prepare for Q&A: Anticipate detailed questions about your process, decision-making, and problem-solving abilities.

Challenge Preparation:

• Familiarize yourself with common customer support scenarios in the travel industry.

• Practice rapid ideation and sketching.

• Be prepared to articulate your thought process clearly and concisely.

• Focus on demonstrating user empathy, problem-solving skills, and understanding of business impact.

📝 Enhancement Note: The interview preparation focuses on assessing not only design skills but also strategic thinking, collaboration, and cultural fit, with a specific emphasis on how candidates can contribute to the operational goals of the CEG.

📌 Application Steps

To apply for this Senior Product Designer position:

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

• Portfolio Curation: Select your most impactful projects that demonstrate end-to-end design ownership, system thinking, and measurable outcomes. Tailor your portfolio to highlight experiences relevant to customer experience and operational improvements.

• Resume Optimization: Ensure your resume clearly details your 5+ years of experience, highlighting achievements and skills in UX/Interaction Design, user research, prototyping, and cross-functional collaboration. Use keywords from the job description.

• Interview Preparation: Thoroughly review Agoda's Hiring Process Guidelines. Practice articulating your design process, rationale, and impact for key portfolio projects, and prepare for potential design challenges specific to customer experience operations.

• Company Research: Deeply research Agoda, its mission, values, and the specific role of the Customer Experience Group. Understand their market position and customer-centric approach to prepare for culture-fit and strategy questions.

⚠️ 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.

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