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Hyper-Growth: Airbnb's Recruitment Transformation Journey -- Presentation at Talent Connect Sydney 2015

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Hyper-growth: Airbnb's recruitment transformation journey by Jill Riopelle, Global Head of Recruiting, Airbnb

When Jill Riopelle joined Airbnb in 2012, the candidate experience was far from perfect. She herself had to wait weeks to get her offer letter after the phone call came with the good news of her new job. Her first mission upon joining: partner with the founding team to overhaul the candidate experience in a company experiencing hyper-growth. In an engaging, informal style, Jill recounts how Airbnb’s talent acquisition team drew a roadmap of their ideal candidate experience via story-boarding, invested in better recruiter communication, and took extra steps to foster a more candidate-centric culture.

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Hyper-Growth: Airbnb's Recruitment Transformation Journey -- Presentation at Talent Connect Sydney 2015

  1. Designing Candidate Experience J 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
  2. Airbnb began by solving a problem.
  3. 1 Million Listings
  4. Our vision
  5. 0M 6M 12M 18M 24M 30M 2009 2010 2011 2012 2013 2014 2015 30M+January 2015 TOTAL AIRBNB GUESTS
  6. 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
  7. Designing the Experience
  8. 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
  9. 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
  10. Bringing the Storyboard to Life
  11. Section Break
  12. Outcome
  13. 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
  14. 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%
  15. Summary of Feedback N E W H I R E S U R V E Y Clarity Host Culture Candidates 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.
  16. “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
  17. 0M 6M 12M 18M 24M 30M 2009 2010 2011 2012 2013 2014 2015 30M+January 2015 TOTAL AIRBNB GUESTS
  18. 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

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