Product Insights Analyst

The Community You Will Join: 

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.

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. 

If you are passionate about making sense of data to uncover customer needs and drive successful business outcomes, have a reputation for being an agent of change, and thrive in a collaborative environment where you work alongside and learn from other like minded data detectives, we’d love to connect with you.   

The Difference You Will Make:

• 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 and 4+ years experience or 2 years experience plus relevant education that provides similar 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 or using R or python.
• 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

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list  If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

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.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.