SlideShare a Scribd company logo
Mark Levy, Employee Experience
How Airbnb Engages Our
“Community” Through a
Mission of Belonging
Today’s Ideas to Share & Discuss
1) The importance of mission and values
2) Breaking down the walls between
employees and customers
50-100 LISTINGS
101-300 LISTINGS
301-1000 LISTINGS
1001+ LISTINGS
2009
50-100 LISTINGS
101-300 LISTINGS
301-1000 LISTINGS
1001+ LISTINGS
2010
50-100 LISTINGS
101-300 LISTINGS
301-1000 LISTINGS
1001+ LISTINGS
2011
50-100 LISTINGS
101-300 LISTINGS
301-1000 LISTINGS
1001+ LISTINGS
2012
50-100 LISTINGS
101-300 LISTINGS
301-1000 LISTINGS
1001+ LISTINGS
2013
50-100 LISTINGS
101-300 LISTINGS
301-1000 LISTINGS
1001+ LISTINGS
2014
50-100 LISTINGS
101-300 LISTINGS
301-1000 LISTINGS
1001+ LISTINGS
2015
2.5 Million
TOTAL HOMES ON AIRBNB
191
COUNTRIES
34K
CITIES
14
21 2,700 1,160
AIRBNB BY THE NUMBERS
Offices around the world Current headcount Hired in 2015
180,000
CVs received
Portland
San Francisco
Los Angeles
Toronto
New York
Miami
Sao Paulo
Dublin
London
Paris
Barcelona
Berlin
Milan
Copenhagen
New Delhi
Seoul
Beijing
Tokyo
Sydney
Singapore
Washington, DC
Airbnb Offices
Our Mission
18
We are constantly
communicating our mission
so that we are all brand
ambassadors and community
evangelists.
Belong
Anywhere
In order for us to create a world
where anyone can belong
anywhere……
…we have to create an environment
where our employees feel that they
BELONG HERE!
Belong Here
2020
Inside outCompany
People
Culture
2016
Growth by Design
The Inside Out Strategy
Belong Anywhere
`
Commitment
Time
Don’t Know Airbnb
Know Airbnb
Community
Engaged
Community
Super
hosts/fans
Employees
Our Core Values
+ Lorem ipsum dolor sit amet, consectetur
+ Praesent ornare dui vehicula purus interdum
+ At volutpat magna dignissim
+ Fusce nec orci quis condimentum
+ Phasellus porta laoreet ante, et eleifend neque
+ Nullam ut metus id tellus ullamcorper porttitor
+ Suspendisse adipiscing nibh et elementum
+ Pellentesque quis quam tincidunt, congue
+ Aliquam id ultricies elit, et tristique turpis
Core Values
24
Culture can simply
be defined as the
way people treat
each other and
work together.
Be a Host
Champion the mission
Every frame matters
Be a cereal entrepreneur
Simplify
Embrace the adventure
Employee Experience &
Engagement through
Community Connections
+ Lorem ipsum dolor sit amet, consectetur
+ Praesent ornare dui vehicula purus interdum
+ At volutpat magna dignissim
+ Fusce nec orci quis condimentum
+ Phasellus porta laoreet ante, et eleifend neque
+ Nullam ut metus id tellus ullamcorper porttitor
+ Suspendisse adipiscing nibh et elementum
+ Pellentesque quis quam tincidunt, congue
+ Aliquam id ultricies elit, et tristique turpis
Community
Connection
27
• With each other
• With our Hosts
and Guests
• With the
Communities in
which we have
offices
The Employee Experience
We brought together every
employee-facing function
under one broad team
called Employee
Experience.
We are tasked to apply
human-centered design
thinking to every part of an
employee’s journey,
from recruiting all the way
to off-boarding.
Ground Control- our secret sauce
29
+ Internal Communications
+ Workspace
Environments
+ Employee Celebration,
Recognition & Events
Creating experiences
and telling stor.ies that
build a deep emotional
loyalty and sense of
belonging
+ Lorem ipsum dolor sit amet, consectetur
+ Praesent ornare dui vehicula purus interdum
+ At volutpat magna dignissim
+ Fusce nec orci quis condimentum
+ Phasellus porta laoreet ante, et eleifend neque
+ Nullam ut metus id tellus ullamcorper porttitor
+ Suspendisse adipiscing nibh et elementum
+ Pellentesque quis quam tincidunt, congue
+ Aliquam id ultricies elit, et tristique turpis
Workplaces
30
Our mission and
values are
reflected in our
unique
workplaces
Romantic sunny home, Beach 5min
www.airbnb.com/rooms/6599528
Bn Ranch Lamb Gyro With Harissa Sauce
lamb, onion, garlic, mustard seed, oregano, dill, sumac, fennel, coriander, fenugreek, paprika,
mint, oregano, parsley, lemon, olive oil, tomato, piquillo pepper, berbere spice -
Saffron Herb Couscous
couscous, saffron, garlic, savory, parsley, lemon, olive oil, white pepper -
Spicy Tahini Eggplant
eggplant, garlic, tahini, lemon, parsley, sesame seed, sambal, chili flake, olive oil -
Greek Salad
tomato, red onion, rainbow peppers, celery, carrot, olives, olive oil, fennel, oregano,
cucumber, feta cheese, scallion, shallot, red wine vinegar, romaine lettuce, pea shoots -
Whole Wheat Pita
flour, water, yeast salt -
Tzatziki
kefir yogurt, dill, cucumber, onion, garlic, parsley, lemon -
Lentil Hummus
lentil, tahini, lemon, garlic, onion, celery, carrot, fennel, leek -
Blistered Peppers
+ Lorem ipsum dolor sit amet, consectetur
+ Praesent ornare dui vehicula purus interdum
+ At volutpat magna dignissim
+ Fusce nec orci quis condimentum
+ Phasellus porta laoreet ante, et eleifend neque
+ Nullam ut metus id tellus ullamcorper porttitor
+ Suspendisse adipiscing nibh et elementum
+ Pellentesque quis quam tincidunt, congue
+ Aliquam id ultricies elit, et tristique turpis
Internal
Communications
35
No one likes
being left out of
the loop
— it’s in conflict
with belonging.
+ Lorem ipsum dolor sit amet, consectetur
+ Praesent ornare dui vehicula purus interdum
+ At volutpat magna dignissim
+ Fusce nec orci quis condimentum
+ Phasellus porta laoreet ante, et eleifend neque
+ Nullam ut metus id tellus ullamcorper porttitor
+ Suspendisse adipiscing nibh et elementum
+ Pellentesque quis quam tincidunt, congue
+ Aliquam id ultricies elit, et tristique turpis
Bring People
Together
36
Make time for
people to connect,
especially with
those outside of
their teams.
+ Lorem ipsum dolor sit amet, consectetur
+ Praesent ornare dui vehicula purus interdum
+ At volutpat magna dignissim
+ Fusce nec orci quis condimentum
+ Phasellus porta laoreet ante, et eleifend neque
+ Nullam ut metus id tellus ullamcorper porttitor
+ Suspendisse adipiscing nibh et elementum
+ Pellentesque quis quam tincidunt, congue
+ Aliquam id ultricies elit, et tristique turpis
Global
Citizenship
37
We empower our
employees to
improve their cities
and neighborhoods
We encourage them
to do so with our
Hosts
38
EMPLOYEE ENGAGEMENT 2016
78%
“I feel a
sense of
belonging at
Airbnb”
87% 85%89%
“I understand
how
my team fits into
Airbnb’s vision
and mission.”
“I understand
how to apply
Airbnb’s
Core Values to
my day-to-day
job.”
“I’m proud of
the culture
at Airbnb.”
mark@airbnb.com
Thanks!
BTO 2016 | Mark Levy | AirBnB

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BTO 2016 | Mark Levy | AirBnB

  • 1. Mark Levy, Employee Experience
  • 2. How Airbnb Engages Our “Community” Through a Mission of Belonging
  • 3. Today’s Ideas to Share & Discuss 1) The importance of mission and values 2) Breaking down the walls between employees and customers
  • 4.
  • 5. 50-100 LISTINGS 101-300 LISTINGS 301-1000 LISTINGS 1001+ LISTINGS 2009
  • 6. 50-100 LISTINGS 101-300 LISTINGS 301-1000 LISTINGS 1001+ LISTINGS 2010
  • 7. 50-100 LISTINGS 101-300 LISTINGS 301-1000 LISTINGS 1001+ LISTINGS 2011
  • 8. 50-100 LISTINGS 101-300 LISTINGS 301-1000 LISTINGS 1001+ LISTINGS 2012
  • 9. 50-100 LISTINGS 101-300 LISTINGS 301-1000 LISTINGS 1001+ LISTINGS 2013
  • 10. 50-100 LISTINGS 101-300 LISTINGS 301-1000 LISTINGS 1001+ LISTINGS 2014
  • 11. 50-100 LISTINGS 101-300 LISTINGS 301-1000 LISTINGS 1001+ LISTINGS 2015
  • 14. 14 21 2,700 1,160 AIRBNB BY THE NUMBERS Offices around the world Current headcount Hired in 2015 180,000 CVs received
  • 15. Portland San Francisco Los Angeles Toronto New York Miami Sao Paulo Dublin London Paris Barcelona Berlin Milan Copenhagen New Delhi Seoul Beijing Tokyo Sydney Singapore Washington, DC Airbnb Offices
  • 17.
  • 18. 18 We are constantly communicating our mission so that we are all brand ambassadors and community evangelists. Belong Anywhere
  • 19. In order for us to create a world where anyone can belong anywhere……
  • 20. …we have to create an environment where our employees feel that they BELONG HERE!
  • 21. Belong Here 2020 Inside outCompany People Culture 2016 Growth by Design The Inside Out Strategy Belong Anywhere
  • 22. ` Commitment Time Don’t Know Airbnb Know Airbnb Community Engaged Community Super hosts/fans Employees
  • 24. + Lorem ipsum dolor sit amet, consectetur + Praesent ornare dui vehicula purus interdum + At volutpat magna dignissim + Fusce nec orci quis condimentum + Phasellus porta laoreet ante, et eleifend neque + Nullam ut metus id tellus ullamcorper porttitor + Suspendisse adipiscing nibh et elementum + Pellentesque quis quam tincidunt, congue + Aliquam id ultricies elit, et tristique turpis Core Values 24 Culture can simply be defined as the way people treat each other and work together.
  • 25. Be a Host Champion the mission Every frame matters Be a cereal entrepreneur Simplify Embrace the adventure
  • 26. Employee Experience & Engagement through Community Connections
  • 27. + Lorem ipsum dolor sit amet, consectetur + Praesent ornare dui vehicula purus interdum + At volutpat magna dignissim + Fusce nec orci quis condimentum + Phasellus porta laoreet ante, et eleifend neque + Nullam ut metus id tellus ullamcorper porttitor + Suspendisse adipiscing nibh et elementum + Pellentesque quis quam tincidunt, congue + Aliquam id ultricies elit, et tristique turpis Community Connection 27 • With each other • With our Hosts and Guests • With the Communities in which we have offices
  • 28. The Employee Experience We brought together every employee-facing function under one broad team called Employee Experience. We are tasked to apply human-centered design thinking to every part of an employee’s journey, from recruiting all the way to off-boarding.
  • 29. Ground Control- our secret sauce 29 + Internal Communications + Workspace Environments + Employee Celebration, Recognition & Events Creating experiences and telling stor.ies that build a deep emotional loyalty and sense of belonging
  • 30. + Lorem ipsum dolor sit amet, consectetur + Praesent ornare dui vehicula purus interdum + At volutpat magna dignissim + Fusce nec orci quis condimentum + Phasellus porta laoreet ante, et eleifend neque + Nullam ut metus id tellus ullamcorper porttitor + Suspendisse adipiscing nibh et elementum + Pellentesque quis quam tincidunt, congue + Aliquam id ultricies elit, et tristique turpis Workplaces 30 Our mission and values are reflected in our unique workplaces
  • 31.
  • 32.
  • 33.
  • 34. Romantic sunny home, Beach 5min www.airbnb.com/rooms/6599528 Bn Ranch Lamb Gyro With Harissa Sauce lamb, onion, garlic, mustard seed, oregano, dill, sumac, fennel, coriander, fenugreek, paprika, mint, oregano, parsley, lemon, olive oil, tomato, piquillo pepper, berbere spice - Saffron Herb Couscous couscous, saffron, garlic, savory, parsley, lemon, olive oil, white pepper - Spicy Tahini Eggplant eggplant, garlic, tahini, lemon, parsley, sesame seed, sambal, chili flake, olive oil - Greek Salad tomato, red onion, rainbow peppers, celery, carrot, olives, olive oil, fennel, oregano, cucumber, feta cheese, scallion, shallot, red wine vinegar, romaine lettuce, pea shoots - Whole Wheat Pita flour, water, yeast salt - Tzatziki kefir yogurt, dill, cucumber, onion, garlic, parsley, lemon - Lentil Hummus lentil, tahini, lemon, garlic, onion, celery, carrot, fennel, leek - Blistered Peppers
  • 35. + Lorem ipsum dolor sit amet, consectetur + Praesent ornare dui vehicula purus interdum + At volutpat magna dignissim + Fusce nec orci quis condimentum + Phasellus porta laoreet ante, et eleifend neque + Nullam ut metus id tellus ullamcorper porttitor + Suspendisse adipiscing nibh et elementum + Pellentesque quis quam tincidunt, congue + Aliquam id ultricies elit, et tristique turpis Internal Communications 35 No one likes being left out of the loop — it’s in conflict with belonging.
  • 36. + Lorem ipsum dolor sit amet, consectetur + Praesent ornare dui vehicula purus interdum + At volutpat magna dignissim + Fusce nec orci quis condimentum + Phasellus porta laoreet ante, et eleifend neque + Nullam ut metus id tellus ullamcorper porttitor + Suspendisse adipiscing nibh et elementum + Pellentesque quis quam tincidunt, congue + Aliquam id ultricies elit, et tristique turpis Bring People Together 36 Make time for people to connect, especially with those outside of their teams.
  • 37. + Lorem ipsum dolor sit amet, consectetur + Praesent ornare dui vehicula purus interdum + At volutpat magna dignissim + Fusce nec orci quis condimentum + Phasellus porta laoreet ante, et eleifend neque + Nullam ut metus id tellus ullamcorper porttitor + Suspendisse adipiscing nibh et elementum + Pellentesque quis quam tincidunt, congue + Aliquam id ultricies elit, et tristique turpis Global Citizenship 37 We empower our employees to improve their cities and neighborhoods We encourage them to do so with our Hosts
  • 38. 38 EMPLOYEE ENGAGEMENT 2016 78% “I feel a sense of belonging at Airbnb” 87% 85%89% “I understand how my team fits into Airbnb’s vision and mission.” “I understand how to apply Airbnb’s Core Values to my day-to-day job.” “I’m proud of the culture at Airbnb.”