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 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.

• 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, agent-generated summaries of key CS metrics delivered to stakeholders without manual effort.
• Build and maintain evaluation and observability frameworks that monitor agent output quality, detect drift, and ensure outputs stay within governed data boundaries.
• Define, document, and certify metrics within Minerva 2.0 and Midas, ensuring agentic outputs and self-serve interfaces are anchored to a single source of truth across CS.

• Drive the analytics roadmap, prioritization, and delivery of solutions in up to a quarter ahead. Execute projects with regular direction providing constant updates to business stakeholders, analytics management and deliver against agreed timelines.
• Partner with CS operational leaders to translate ambiguous business problems into agentic or automated analytical solutions — independently scoping, building, and iterating end to end.
• Prototype and ship prompt-driven dashboards and apps, compressing the cycle from question to live view for varied CS personas.
• Build and iterate on skill libraries and orchestration workflows, expanding the reusable agent toolkit available to the CS Analytics team.
• Monitor agent output quality via observability frameworks, identifying drift or hallucinations and maintaining governance standards.
• Engage directly with key stakeholders to prioritise the self-serve and automation needs, setting and delivering against a quarterly roadmap.
• Stay at the forefront of applied AI developments, evaluating new tools and frameworks for relevance to CS use cases and embedding them rapidly into workflows.
• Ensure the availability of data quality and integrity for analysis and reporting by blending external and internal data sources, working closely with global operations and India analytics functions.

• 5+ years of experience in analytics/data science with a strong track record of solving ambiguous business problems and driving measurable impact, shipping AI-enabled solutions, not just analyses.
• Proven ability to own end-to-end data projects — from problem scoping and data extraction to analysis, insight generation (including BI tools), and business recommendations
• Advanced SQL and Python at production-grade standard, with experience on large-scale data systems (Presto, Hive, Spark).
• Rapid front-end prototyping — vibe-coded dashboards, apps, or embedded analytics built at speed for non-technical audiences.
• Advanced Tableau proficiency for certified, production-grade BI delivery.
• Metrics governance and certification — ability to define, document, and certify metrics, ensuring agentic outputs are anchored to a single source of truth.
• Production LLM and prompt engineering experience — shipped LLM-integrated workflows, governed prompt libraries, and retrieval-based systems.
• Agentic system and orchestration design — tool chaining, context management, and building reliable pipelines with minimal human-in-the-loop intervention.
• RAG, vector databases, and semantic search — applied to unstructured contact and case data.
• Agent output evaluation and observability — experience monitoring AI pipeline quality and maintaining governance guardrails.
• Strong communication skills with the ability to translate complex AI-powered solutions into clear narratives for non-technical business stakeholders.
• Self-starter mindset with high ownership, comfortable operating with quarterly autonomy in a fast-paced environment.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.