Customer Experience Insights Manager, Airbnb

Raj is a seasoned Customer Experience leader and CCXP with a diverse set of experiences as both a CX practitioner and a consultant. At Airbnb, Raj is focused on developing new approaches to capture and socialize the voice of the customer and to build processes that enable teams to act on customer feedback.

Prior to Airbnb, Raj was at Verint where he drove go to market strategy for CX consulting offerings and helped Verint’s clients optimize the business impact of their Voice of Customer programs. Prior to Verint, Raj was at eBay leading efforts to shift the NPS program’s focus from simply trending metrics to delivering actionable insights. Prior to eBay, Raj was a consultant advising clients on various aspects of developing customer insights capabilities.

Raj is a frequent conference speaker and advisor on the topic of customer-centricity, metrics, and customer feedback. Raj holds an MBA from the Haas School of Business at the University of California, Berkeley and a BS in Electrical Engineering from the Georgia Institute of Technology.