Senior Analyst, Advanced Analytics - Gurugram

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.

Description

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 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 Analytics Centre of Excellence (ACOE) at Airbnb, based in India, is a hub of knowledge and expertise that aims to provide data-driven decision-making, enabling Airbnb's business goals. The ACOE's vision is to build a world-class analytics organization that provides scalable analytics. We work with various business functions such as payments, trust, digital, customer support, hosting, sales, social, compliance, risk, platforms and partnership & economics.

The ACOE's delivery framework is designed to provide relevant and contextual insights for data-driven decisions. This includes a one-stop solution for metrics, dashboards driving actionable insights, optimization of performance, measuring pre/post feature impact, sizing the ROI of opportunities, prioritization of opportunities, anomaly-driven alerting mechanisms, root cause analysis of metric deviation, and exploratory hypothesis testing.

We are looking for a Senior Analyst to serve as an AI Vision Multiplier for the CS organisation — a builder-analyst with a clear mandate to translate Airbnb’s internal AI capabilities into working solutions that make AI-powered analytics accessible, trusted, and actionable across CS. The analyst must have functional expertise in building analytical solutions and be a trusted partner to business teams and leaders, through providing insights, recommendations, and enabling data driven decisions. This role will sit under the Advanced Analytics family and support Business leaders within our Community Support organization. You will partner directly with functions and operational leaders across Community Support. This role will be responsible for making CS smarter and faster, and enable self-serve through data. You will be the team’s dedicated AI practitioner, building agentic solutions and intelligent interfaces that elevate the entire organisation toward self-serve.

• Build agentic analytics pipelines that automate insight generation across all key metrics including contact volume, handle time, and resolution quality — reducing analytical drag across CS.

• Develop reusable skill libraries — composable agent tools (volume lookups, NPS pulls, handle time calculations) callable across workflows and teams.

• Design and govern prompt templates and playbooks — standardised, governed prompts for recurring analytical questions (e.g. “what drove contact volume this week”).

• Build orchestration workflows — multi-step pipelines that chain skills together to produce automated insight narratives and proactive alerts without manual intervention.

• Deploy self-serve interfaces that enable non-technical personas to query certified data independently.

• Ship rapid, prompt-driven dashboards that compress the cycle from business question to live view, serving varied personas without analyst bottleneck.

• Automate business reviews — scheduled,