Consumer Insights Lead

Job description

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. The Community You Will Join: You will be joining Airbnb's Consumer Insights Team. The mission of the team is to elevate human insight to fuel smarter decisions across the business. You'll work in a collaborative, fast-moving environment where curiosity and consumer empathy are deeply valued. You'll report to the Sr. Consumer Insights Lead, Marketing. Your primary partner will be the Airbnb.org team, and you'll also work with cross-functional partners across Marketing and the broader research team. The Difference You Will Make: In this role, you will be the dedicated insights partner for Airbnb.org, owning the research agenda that helps .org grow awareness, engage hosts and guests, and build a community of supporters. You will also be Airbnb.org's link to Airbnb's broader research team, making sure .org benefits from the full range of expertise, tools, and methods across Research. Alongside your .org work, you will support your manager on brand reputation research. Airbnb.org is a key part of how Airbnb shows up for communities, so understanding what drives Airbnb's reputation helps .org show and grow its impact. Success means .org partners come to you first, your insights consistently shape their plans and campaigns, and your reputation work sharpens how .org shows its impact. Key Responsibilities: • Own the Airbnb.org research roadmap , partnering with the full .org leadership team to prioritize research needs and plan against an annual research budget. • Lead .org brand, marketing, program, and partner research , from understanding who supports Airbnb.org and why, to testing and measuring campaigns and understanding how hosts, guests, and partners engage with .org's programs and impact. • Run Airbnb.org's quarterly host and guest brand tracking , monitoring awareness and perception over time and turning results into clear implications for .org goals and OKRs. • Serve as .org's liaison to the broader Research team , integrating .org into wider Airbnb research, connecting .org partners with the right researcher for needs like UX or competitive, and bringing the team's best tools and methods to .org. • Support brand reputation research , partnering with your manager on projects that connect reputation issues like trust, value, and community impact to Airbnb's brand health, and bringing those learnings back to shape .org's strategy and storytelling. • Design and execute qualitative and quantitative research , including surveys, in-depth interviews, focus groups, and online communities, balancing in-house work with vendor-managed projects. • Manage vendor relationships , owning scope, budget, timelines, and deliverables, and knowing when to bring in a new partner. • Integrate insights across sources , including the Global Brand Tracker, Host Engagement Survey, internal data, and past research, before launching new work. • Present findings in concise, compelling formats for senior stakeholders, always leading with the "so what." Your Expertise: • 10+ years of consumer insights experience, ideally including brand, marketing, or reputation research. • Experience supporting a mission-driven, nonprofit, social impact, or corporate reputation client is a strong plus. • Expertise across a wide range of qualitative and quantitative research methods, plus familiarity with emerging tools, including AI-powered research methods. • Track record of owning stakeholder relationships independently, connecting partners to the right expertise, and turning research into decisions. • Strong project and vendor management skills, including managing budgets across multiple projects at onc