Paula Friedrich

Paula Friedrich, MBA, CCXP, is an accomplished professional with extensive experience in customer experience and communications across leading technology companies. Currently serving as Head of CX Insights, Policy & Trust at Airbnb since February 2022, Paula manages a team dedicated to providing insights that inform policy creation and operational efficiency. Previously, Paula held the role of Global Director, Connected Customer Care at Twitter, where a focus was placed on enhancing customer support through proactive automation. Paula’s tenure at Adobe included leadership roles in customer experience programs and strategy for the Creative Cloud offering, while earlier experience at Microsoft involved strategic communications and customer experience initiatives. Paula holds an Executive MBA from Quantic School of Business and Technology and a BA in Creative Writing from Oberlin College.