Paula Friedrich
- Role
- Head of Cx Insights, Policy & Programs at Airbnb
- Location
- Palo Alto, CA, US
- LinkedIn followers
- 500 followers
About Paula Friedrich
Customer Experience (CX) and Customer Care leader with 15+ year background across Airbnb,…
Experience
Head of Cx Insights, Policy & Programs
Feb 2022 — Present
Airbnb’s policies are the foundation of relationships that the company manages across guests, Hosts, neighborhoods and communities globally. As Head of CX, Policy & Programs, my team of analysts, analytics engineers and Voice of Customer (VoC) researchers provides critical dashboards, data and insights for policy creation, decision making, operationalization, and removal of friction. Our scope includes continual day-to-day analytics and insights for global customer programs around Policy, Privacy, and Anti-Discrimination & Equity. Additionally, the Policy VoC program delivers policy journeys, qualitative research and sentiment analyses, and deep-dive experience reporting. Business Insights analysts are engaged in a regular rhythm with stakeholders to define analytics requirements, delivering a defined set of offerings while leveraging SQL queries, dashboards, data portals and tools, new metric development, NLP analysis and Policy A/B testing. Analytics Programs: Policy Experience Insights, Policy Voice of Customer, Privacy & AD & E Analytics.
Skills
- Press Releases
- Email Marketing
- Social Media Marketing
- Online Advertising
- Content Development
- Editing
- Messaging
- Copywriting
- Social Media
- Digital Media
- Content Management
- Analyst Relations
- Program Management
- Strategic Partnerships
- Web Analytics
- Social Networking
- Digital Marketing
- Marketing Communications
- Content Strategy
- Public Relations
- Blogging
- Marketing Strategy
- Strategy
- Internal Communications
- Customer Experience
- Marketing
- Thought Leadership
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