Paula聽Friedrich
Head Of Voice Of Customer Insights, Global Operations
Palo Alto, California, United States
Summary
馃懁
Senior馃帗
Top SchoolPaula Friedrich is a customer experience and operations leader with 15+ years shaping CX strategy and support programs at Airbnb, Twitter, Adobe, and Microsoft. Currently Head of Voice of Customer Insights at Airbnb, she specializes in translating large-scale CX data into actionable, cross-company initiatives across the Service Lifecycle, from premium and social support to crisis response. Paula blends hands-on support center development with experience product management and global training, driving measurable insights-to-action through persuasive data storytelling. A Quantic Executive MBA and CCXP, she pairs strategic rigor with creative communication skills rooted in a BA in Creative Writing and fluency in Spanish鈥攁n unusual combo that helps her align stakeholders and humanize complex programs.
9 years of coding experience
16 years of employment as a software developer
Executive MBA, Executive MBA at Quantic School of Business and TechnologyCertificate Spanish Fluency, Certificate Spanish Fluency at Pontificia Universidad Cat贸lica del EcuadorBA Creative Writing, BA Creative Writing at Oberlin College
German, Spanish
Github Skills (16)
scrapy6
panic6
duplicates5
dm5
prefix5
scrape5
open-data5
data-journalism5
dub4
mason4
scraper4
slice4
python4
resharper4
metaprogramming3
Programming languages (4)
Github contributions (5)
wbez/graphics
Sep 2017 - Oct 2018
Contributions:31 commits, 4 pushes, 1 branch in 1 year 1 month
wbez/audiogram
Jun 2017 - Sep 2019
Contributions:27 pushes in 2 years 3 months
ffmpegshareablevideoaudio
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