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  • Wednesday, January 29, 10:30 AM

In Love With the Problem: Service Design at Airbnb

  • Rebecca Gimenez
  • ,
  • Service Design Leader
  • ,
  • Airbnb
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About the Speaker

Rebecca Gimenez is a designer, truth seeker, servant leader, and evangelist for human-centered design. She joined Airbnb in 2021 to build Service Design as a capability. Prior to Airbnb, Rebecca was Design Group Director at innovation consultancy IA Collaborative, where she led high performance teams to tackle complex and systemic design challenges for clients such as Apple, United Airlines, and Hyatt Hotels. Her design career started at the Whitney Museum of American Art in New York City, where she established the museum’s Design department. She holds an MFA in Graphic Design from the Yale School of Art.

About the Session

At Airbnb, we’re in the midst of integrating service thinking into a product-led culture, aiming to harmonize our high digital standards with the realities of operational service delivery. This collaborative, iterative effort involves partnerships with product, policy, operations, and more—so we never run out of chances to do what we love most, which is making sense of complex problems. In this talk, Airbnb Service Design leader Rebecca Gimenez reflects on this ongoing journey, offering insight on leveraging service design to support cross-functional alignment and collaboration.

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