Senior Product Insights Analyst

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

Description

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Analytics Centre of Excellence (ACOE) at Airbnb, based in India, is a hub of knowledge and expertise that aims to provide data-driven decision-making, enabling Airbnb's business goals. The ACOE's vision is to build a world-class analytics organization that provides scalable analytics. We work with various business functions such as payments, trust, digital, customer support, hosting, sales,social, compliance, risk, platforms and partnership & economics.

The Community You Will Join: 

We are looking for a senior product insights analyst in our Analytics Centre of Excellence who works in the Frontline Insights and Execution (FIX) team. The Frontline Insights and Execution (FIX) team’s mission at Airbnb is to represent the voice of our Airbnb community by uncovering insights that drive an outstanding customer experience through product, process, and policy improvements.  

The Difference You Will Make:

• As a Product Insights Analyst, you contribute to this mission through performing qualitative and quantitative analysis of Community Support (CS) contact data and other inbound feedback channels to develop robust, rigorous, and actionable insights. 
• Your empathy for our Hosts and Guests, product and industry knowledge, analytical skills, and prioritization and storytelling ability allows you to influence product and policy teams to take action and make more informed decisions based on your research that improves the customer experience. 
• Be a data thought partner to product and business leaders across marketplace teams through providing insights, recommendations, and enabling data informed decisions.  

Responsibilities: 

• Develop end-to-end analysis and insights plans to investigate problem spaces and how it connects beyond specific product areas with high level of opportunity to improve the customer experience
• Employ curiosity and investigative skills to proactively dig deeper into data, and ask the right questions to uncover hidden opportunities, trends and behaviors to guide product strategy 
• Design, build and maintain intuitive dashboards that provide actionable insights to cross-functional teams 
• Analyze quantitative and qualitative frontline feedback to understand customer pain points to produce clear, actionable insights and 
• Make recommendations and provide impact sizing based on insights for product and policy improvements 
• Present insights and recommendations using strong storytelling skills to senior leaders 
• Partner with cross-functional stakeholders, such as data scientist, experience researchers, designers, engineers and product managers, to influence decision makers to implement product and policy improvements
• Act as a thought leader by proactively identifying areas where other functions of the business can add value 
• Understand impact of changes, including experiments, in collaboration with data science and advanced analytics 
• Communicate effectively in all environments and confidently run meetings with large groups and cross-functional leadership teams
• Be a domain expert in at least one surface area of the Airbnb product and collaborate with other product insights analysts in different surface areas to provide holistic insights and solutions across Airbnb
• Drive or contribute to initiatives that enhance the product insights analysts function
• Set up analysis and insights plans executed by the partner product specialist team to increase overall insights output
• Create and manage project roadmaps for partner product specialists specializing in your domain

Your Expertise:

• Bachelor's degree or an MBA with 8+ years of experience in the areas of Product Insights, Product Management, Product Operations Management, Management Consulting, Strategy, Program Management, Customer Experience, or equivalent Voice of Customer role.
• Highly proficient with SQL, Python, AI/LLM, data visualization tools, and other analytics tools (e.g. Tableau, Superset)
• Experience coding qualitative data
• Ability to coalesce data from a wide variety of sources
• Ability to decipher complex problems and figure out solutions using advanced technical skill sets such as creating datasets or data pipelines.
• Excellent consulting and collaboration skills – ability to translate business problems into research/analytics studies, as well as ability to communicate the results of analyses with business partners to impact and influence strategy and action at all levels of leadership.
• Self-motivated and proactive. More than comfortable maneuvering ambiguity and defining own roadmap, even as priorities change
• Has an entrepreneurial drive and a track record of being able to independently complete complex tasks and projects within a previously agreed upon time frame.
• Experience managing projects involving cross-functional teams, exercising high-level analytical and problem solving skills
• Ability to balance reactive and proactive projects, align proactive projects with team needs, and make good choices about prioritization 
• Prior experience in the technology industry or a fast-paced, data-driven environment is preferred

Hybrid Work Requirements & Expectations: To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following:

• Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise
• Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings
• Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.
• Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.