The Community you will join:

As a Staff Service Designer, you’ll shape the end-to-end systems that support great stays, scalable hospitality, and business sustainability. You’ll work across disciplines, partnering with operations, product, engineering, design, business, and more, to orchestrate how Airbnb’s services are delivered and experienced by guests, Hosts, and internal teams alike. Service Designers bring systems thinking, front-line research, and facilitation to the work of aligning product capabilities, operational processes, and human interactions. We bring diverse business functions together to design journeys that unfold across time, teams, and channels.

The difference you will make:

The Staff Service Designer will focus on complex, cross-functional challenges where the customer experience is shaped by touchpoints that span multiple channels — digital, human, and environmental. You’ll lead service visioning, blueprinting, and journey orchestration, often in areas where business goals require operations, support, or in-person delivery to succeed. You’ll connect the frontstage and backstage, helping to ensure that what we design for users is not only engaging but also deliverable and sustainable in the real world. Your work will help bring coherence to how we show up across the entire service journey. This is an individual contributor (IC) role reporting to a Manager or Director of Design.

A typical day: 

• Lead service design efforts across major initiatives, from current-state mapping to future-state modeling, aligning stakeholders on where to intervene and how
• Collaborate with product managers, experience designers, operations experts, engineers, researchers, support, and policy to design coherent, multi-touchpoint experiences
• Design and facilitate workshops and other rituals to align stakeholders and develop a shared understanding of service challenges and opportunities
• Produce service blueprints, journey maps, process models, and frameworks that connect platform capabilities and offline experience delivery
• Build relationships with field and support teams to understand how services are actually delivered and where design can improve clarity, reliability, and quality
• Influence strategic decisions by identifying how roles, policies, and business processes affect the end-to-end experience.
• Drive alignment and clarity in ambiguous spaces by zooming out to the system and helping teams prioritize with shared intent
• Contribute to evolving the craft of service design at Airbnb through practice excellence, collaboration, and evangelism.

Your expertise: 

• Bachelor's degree or equivalent combination of education and progressive experience
• 10+ years of experience in service design or systems-oriented experience design
• Deep fluency in service design methods, including journey mapping, blueprinting, experience prototyping, ecosystem modeling, facilitation, and storyboarding
• Experience designing and scaling services that rely on both digital tools and offline delivery, including operational teams, physical spaces, and human interactions
• Expert-level collaboration skills and ability to build shared understanding across business functions with diverse goals and vocabulary
• Proven ability to define service models and capability requirements that span product, operations, and business teams
• Confident leading through ambiguity and working at varying levels of abstraction, from high-level service strategy to front-line delivery mechanics
• Excellent visual, verbal, and written communication skills; compelling storytelling and stakeholder engagement
• Experience with 0→1 service launches, or leading major service transformation efforts spanning multiple business functions

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

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.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

The Community you will join: 

UX Writing is a core design discipline at Airbnb. Our team of 30+ writers works closely with  Experience Design, Experience Research, and Design Program Management to support the product development process from beginning to end. Whether you excel in upfront storytelling, end-to-end systems design, or nitty-gritty execution you'll find your people here.

The difference you will make: 

The Compliance team helps Airbnb operate responsibly and legally across countries, states, and cities worldwide. On this team, the UX writer contributes to and defines  industry-leading KYC (identify verification) and other experiences that meaningfully impact the success of the company while aiming to keep friction low for legitimate hosts. In this role, you will help protect hosts and guests by setting standards for safety and transparency—building and maintaining trust through the design of clear, compliant experiences that reduce confusion and business risk while unlocking sustainable scalability of our business as a whole. 

A typical day: 

• Touch base with your team to review project goals and timelines
• Develop inspiring, strategic ideas based on product requirements, data, and/or research
• Consider what language and design patterns best serve the UX and balance clarity with legal precision 
• Translate complex requirements into human language with plain, direct, inclusive copy across multiple touchpoints 
• Create scalable content patterns (template, components, content guidelines) that work across markets and surfaces
• Join writing team crits to present work and help sharpen the work of your teammates
• Present copy and design work to Design Directors, executives, or other stakeholders on your projects
• Connect with our critical cross-functional partners—accessibility, anti-discrimination,  legal, localization—to ensure we have the proper input on our work
• Improve comprehension and completion through testing, iteration, and measurement

Your expertise: 

• Bachelor's degree or equivalent combination of education and progressive experience
• 8+ years of experience in UX writing, content design, or content strategy
• Experience working in complex subject matter areas, within larger systems, and with systems development 
• Experience working with and presenting to senior stakeholders
• Ability to review product requirements with a critical eye, asking pertinent questions and determining what information UX writing requires to begin designs
• Experience working with legal and compliance partners to represent the user while reducing risk
• Comfort working alongside other design disciplines in Figma, our primary collaboration tool
• Solid understanding of user experience design principles and interaction patterns
• Proven ability to collaborate with cross-functional teams in all stages design & build
• Comfortable in an ambiguous work environment
• Passion for Airbnb’s mission, commitment to diversity, and global mindset

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

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.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

The community you will join:

As a Staff Experience Designer, you will partner with supporting disciplines such as writers, researchers, product specialists and engineers to build beautiful, usable, forward-looking products that empower people. Our design charter is to help foster an emotional connection with our community, keeping usability and accessibility as our prime virtues. We do our best to practice inclusive design at every turn, spanning both the online and offline experiences we create for our community.

The difference you will make: 

This Staff Experience Designer will be focused on innovation, both near-term and long-term.  The focus of this team will be on new product areas, launches, strategic initiatives and partnerships and creative vision. You will oversee multiple initiatives from insight to strategy, to launch across all platforms and devices that advances our mission of connection and belonging. As a design thought leader across multiple product areas, you hold high design standards and accountability for the work. The Staff Experience Designer is an individual contributor (IC) role that will report to a Manager or Director of Experience Design. 

A typical day: 

• Support and shape the evolution of the Airbnb platform from a design perspective; ensure consistency with, and contribute to, our brand architecture and product architecture. 
• Partner with Product Managers, Engineers, Data Scientist, Researchers and Writers to define problems & goals, map user flows, prototype interactions, and launch new products and services.
• Influence leadership decision making through a clear point of view and define and solve highly complex problems autonomously. 
• Provide indirect leadership and mentorship for a team of designers through the end-to-end interaction and visual design of products and services for a global audience.
• Anticipate business challenges and independently create product solutions. Indirectly lead the work of a team of talented designers, writers, program managers, researchers, product managers and engineers as the defacto creative director of innovative projects
• Build strong relationships with leaders inside and outside of core product teams; strong communication and executive stakeholder management skills.
• Have a keen understanding of the technological, business and user opportunities and constraints. 
• Scopes project work (in partnership with PMs and engineers) and helps define the design process and timeline.

Your expertise: 

• Bachelor's degree or equivalent combination of education and progressive experience
• Designer/Design Leader with 10+ years of experience. 
• Excellent visual and interaction skills and craft.
• Defines the design direction and process and can lead others through it.
• Can accurately scope their work as well as their teammate's.
• Can effortlessly motivate and drive small to medium teams to transform a product.
• Demonstrated ability to help a team navigate ambiguity, set vision, and set strategy for global products.
• Systems-thinker with the ability to think beyond the pixels and design for offline experiences.
• Experience with making complex information, tools, and services easily digestible for your audience.
• Strong storytelling, presentation, communication and stakeholder management skills.
• Experience designing platforms and systems.
• Experience managing and collaborating with research and writing  disciplines.
• 0 to 1 experience or experience redesigning major elements of product, experience or service design.

The Community You Will Join:

The Offline Design team plays a pivotal role in designing Airbnb products offered to guests around the world. Our teammates deeply understand the needs of our guests and hosts, and continuously innovate to create world-class products. This includes a strong ability to partner with talented cross-functional team members across product marketing, business, operations, supply, and legal—to execute a shared vision and achieve ambitious goals. 

The Difference You Will Make:

As the Experience Designer on the Offline Design team, you will be responsible for articulating what makes a great experience for Airbnb travelers. The role will have a focus on applying deep experience design expertise and an end-to-end customer perspective to define how to ensure quality at scale. Your ability to prototype new formats will enable the Supply and Production teams to scale the product vision effectively. This role will impact multiple products at Airbnb.

A Typical Day: 

• Create playbooks: Test products while using research and your expertise to define best practices for various formats to uphold quality at scale across the product.
• Quality standards: Hold a high standard of quality, with an ability to clearly articulate criteria and reasoning.
• Prototype: Design and prototype new categories of products to test and prove out hypotheses. 
• Design for various audiences: Partner with the host community team to create learning journeys for hosts based on experience design. 
• Educate partners: Train internal teams on how to use the work to design impactful experiences at scale. 
• Communication and alignment: Partner with cross-functional teams to test strategies that align with many teams’ goals.
• Feedback and collaboration: Share creative direction and feedback in a collaborative and supportive manner with internal cross-functional partners, and external partners. Be comfortable with ambiguity and changing business goals. Foster an environment of curiosity and openness.

Your Expertise:

• Experience: 12+ years of creative direction, physical experience design, editorial design, and/or service design. Proven track record of working at agencies and or in-house.
• Creative direction & taste: Strong discernment in taste and cultural sensibilities to design authentic experiences for various types of audiences. Able to articulate feedback for what ‘great’ looks like and how to reach standards needed. 
• Communication & leadership: Ability to drive execution across teams in a fast-paced environment, as an individual contributor. Strong ability to communicate clearly and effectively, and be flexible to coordinate across different time zones.  
• User-centered design: Ability to imagine and design for various audience types and needs at global scale. Create frameworks that are specific and actionable for hosts to incorporate. 
• Entrepreneurial skillset: Track record of taking an idea to reality and leading teams through a dynamic environment. Self motivated, organized, pushes for quality in the details, and proactive to drive the work.
• Cross-cultural fluency: Life experience  in different cultures globally and accounting for various differences in designing experiences. Ability to travel as needed to test the product.

Your Location:

Due to the nature of this position, the successful applicant will need to be based in San Francisco, CA to be able to conduct their work. Currently, employees can not be located in: Alaska, Indiana, Nebraska, North Dakota, Ohio, South Dakota, Wisconsin, Alabama, Mississippi, Oklahoma, Delaware And Rhode Island. This list is continuously being updated, please check back with us if the state you live in is on the exclusion list.  If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from. 

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.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.