hyper-growth: airbnb's recruitment transformation journey -- presentation at talent connect...

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Designing Candidate Experience JILL RIOPELLE, GLOBAL HEAD OF RECRUITING, AIRBNB

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Designing Candidate ExperienceJ I L L R I O P E L L E , G L O B A L H E A D O F R E C R U I T I N G , A I R B N B

Airbnb began by solving a problem.

1 Million Listings

Our vision

0M

6M

12M

18M

24M

30M

2009 2010 2011 2012 2013 2014 2015

30M+January 2015

TOTAL AIRBNB GUESTS

January 20, 2012

Dear Jill,

I signed a contract for another company tonight.

I would have loved to be a part of your team but after round about one and a half months with one interview in person, three interviews via skype, three references and no decision from your side, I needed to make a decision for myself.

Silvia

Designing the Experience

Define critical moments that are universal

Don’t let reality get in the way

S T O R Y B O A R D I N G

Be true to the candidate

Rejections are as important as offers

Set expectations often

Use your brand voice

U S E R I N S I G H T S

Maximize what makes you different

Bringing the Storyboard to Life

Section Break

Outcome

Candidate Survey

“I would have appreciated an email address linked to my application where I could email the recruiting team personally … Although understandably busy,

Airbnb is a VERY hard company to track down.”

“I am really impressed that I heard back on my application within a few days. Even though the answer was a ‘no’ this level

of attention was very much appreciated.”

“Sucks!”

C A N D I D A T E S U R V E Y

Q1 Survey

I was treated with courtesy and respect.

93%

I had a positive interviewing experience

83%

I have a more positive impression of the company having gone through their

recruiting process.

80%

Summary of FeedbackN E W H I R E S U R V E Y

Clarity Host CultureCandidates want to know a little more about what

they can expect in between stages.

We do a great job of making candidates

feel at home.

The most talked about topic throughout the

survey! Let’s keep highlighting all the great things we have to offer.

“I appreciate how responsive the recruiters are, how quick the process is, and how excited the interviewers are about the company and

their individual roles.” Analytics

N E W H I R E S U R V E Y

0M

6M

12M

18M

24M

30M

2009 2010 2011 2012 2013 2014 2015

30M+January 2015

TOTAL AIRBNB GUESTS

0

10000

20000

30000

40000

50000

Q1 '

12

Q2

'12

Q3

'12

Q4

'12

Q1 '

13

Q2

'13

Q3

'13

Q4

'13

Q1 '

14

Q2

'14

Q3

'14

Q4

'14

Q1 '

15

50K+Q1 2015

APPLICANTS PER QUARTER