Product Insights Analyst
San Francisco, CA +1 · Remote
Junior +1 · Full time
Posted 2 years ago
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Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. Airbnb's various functions embody the company's innovative spirit and our fast-moving team is committed to leading as a 21st century company.

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.

Responsibilities

  • Develop end-to-end analysis and insights plans to investigate product areas with high level of opportunity to improve the customer experience
  • Analyze quantitative and qualitative frontline feedback to understand customer pain points to produce clear, actionable insights
  • Make recommendations for product and policy improvements based on those insights and sized for impact
  • 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
  • Understand impact of changes, including experiments, in collaboration with data science
  • Communicate wins and learnings, and elevate trade-offs to 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

Requirements

  • 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, 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
  • 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

Bonus Experience

  • Knowledge of the Airbnb product, those of our competitors, and the travel industry at large
  • Experience as an Airbnb Host or Guest
  • Experience working in an international and multicultural working environment with geographically dispersed teams
  • Experience synthesizing and presenting complex information to senior leadership, both written and verbal
  • Experience influencing stakeholders with data
Airbnb
Airbnb is an online community marketplace for people to list, discover, and book accommodations through mobile phones or the internet.
Size:  10,000+ employees
Funding Level:  Public
Symbol:  ABNB
Year Founded:  2008
Investors
Fidelity
BlackRock
GGV Capital
Apollo
Citigroup
General Catalyst
Silver Lake
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