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 Community Support Global Voice of Customer Quality Insights Analyst will support the day to day activities of the global Voice of Customer Program. This role will be responsible for insights reporting, analysis, and recommendations to improve the overall experience Airbnb customers have with community support. 

Key accountabilities include root cause analysis of key metrics, analysis of feedback to determine key drivers of customer loyalty, consistent and relevant reporting to internal CS leadership at a regional level, tracking and working collaboratively with stakeholders to drive continuous improvement, and driving efforts to close the loop on customer feedback with both customers and internal stakeholders. 

Responsibilities

  • Own and manage the root cause analysis and reporting for AMER and APAC regions 
  • Deliver VoC insights across regions showing key trends and action areas that lead to measurable outcomes and improvements
  • Reporting on customer sentiment for regular monthly and quarterly business reviews while producing other ad-hoc reports as needed by the business
  • Review customer feedback on an ongoing basis and identify feedback (both positive and negative)  that should be shared with stakeholders across the organization 
  • Make sure VoC metrics are relevant and in line with industry best practices 
  • Ensure that the VoC program will be underpinned by supporting data and metrics to ensure that we are quantitatively and qualitatively moving the needle towards company objectives 
  • In collaboration with support-team peers and regional managers, create and maintain a process of tight linkage between VoC insights and continuous improvement actions 
  • Leverage VoC analytics tools to identify and track the drivers of NPS other CS metrics derived from customer feedback 
  • Partner with Medallia team to help ensure reporting and dashboards are current with the needs of VoC stakeholders 
  • Work closely with Quality teams in APAC to help ensure Medallia tools such as text analytics are optimized for various APAC languages

Qualifications

  • Deep working knowledge of Net Promoter System and closed loop processes 
  • Experience working with and solid understanding of Medallia platform 
  • Project management skills, comfort with data, and demonstrated root cause analysis skills
  • Effective communication skills that engage diverse stakeholders. Adept at simplifying the complex 
  • Outstanding interpersonal and cross-functional leadership skills and ability to influence across various leadership levels
  • Capable of problem solving and critical thinking, with an astute business acumen
  • Analytical thinking and ability to make decisions based on data
  • Proven work ethic and initiative
  • Deep customer empathy and recognition of the the power and value of customer feedback
  • Working knowledge of contact center end to end processes
  • Working knowledge of Customer Experience discipline - CCXP preferred
  • Relevant Quality program management experience preferred, ideally within a Customer Operations team