Data Science & Analytics Partner, AppleCare Digital

Apple

120d

About The Position

The AppleCare Digital team is looking for an outstanding Data Science and Analytics Partner to catapult the transformation of support channels within AppleCare Digital. This role will collaborate with areas across AppleCare Digital to define and drive value, enable product roadmap, support key initiatives, define measures and metrics, link business metrics with customer and operational metrics, identify data science & analytics opportunities, and enable prioritization for the support channels. This role is going to be a key enabler to drive a superior customer support experience for all Apple products and services globally. This is a high impact, business-focused role for a data science and analytics professional, requiring deep technical expertise to drive strategic transformation. The person in this position will partner with various Product, Technology, Journey Managers, and Markets team in AppleCare to help identify, prioritize, and drive end-to-end solutions and capability development.

Requirements

• Advanced degree (MS / MBA / PhD) in a quantitative field such as Data Science, Statistics, Operations Research, Engineering, Computer Science, Information Technology, Mathematics, Physics, Finance, Economics or a similar quantitative field.
• 5+ years of industry experience in an Analytics/Data role.
• Ability to work hands-on with data.
• Experience navigating through complex organizational structures and influencing business partners and customers in decision making.
• Experience working in diverse cross-functional teams to drive results and providing expertise and direction on analytics, data science, experimental design, and measurement.
• Experience articulating and translating business questions and using analytics and data science techniques to answer those questions.
• Experience in producing powerful visualizations and dashboards that balance both art and science (using Tableau/D3, etc).

Nice To Haves

• 3+ years of experience in an internal or external Consulting or Strategy capacity.
• Experience with Customer interaction systems and technologies such as IVR, Phone, Chat, Apps and other Digital Channels is highly preferred.
• Experience and familiarity with AI technology systems, and a deep understanding of the latest technology advancements in the GenAI space is preferred.

Responsibilities

• Lead design of business goals driven analytical projects in the areas of customer support and customer behavior analysis using valid scientific techniques.
• Define and drive overall customer experience analytics including segmentation, service differentiation, operational efficiencies, and resultant customer behavior.
• Work with business partners and cross-functional teams to define and refine business and research questions and provide analytics leadership to answer those questions.
• Present findings from analytics and research and make recommendations to leadership and cross-functional business partners.
• Find opportunities for improving customer happiness scores and reducing customer workload across AppleCare touch points involving voice, digital, repair centers and retail stores.
• Coordinate across cross-functional areas to generate, handle and implement new initiatives, track status, and identify critical issues and their resolution.
• Conduct end-to-end analyses across all AppleCare touch points, including data gathering from large and complex data sets, data processing, and analyses employing advanced statistical and machine learning methods to improve the quality of analytical delivery.
• Use Return on Investments (ROIs) to gather financial impacts of initiatives and prioritize initiatives based on ROI predictions.
• Partner with peers to build and prototype analyses pipelines that provide insights at scale.
• Evangelize adoption of standard methodologies and build greater awareness of common data analysis pitfalls.

What This Job Offers

• Job Type: Full-time
• Industry: Computer and Electronic Product Manufacturing
• Education Level: Master's degree