AppleCare Business Intelligence Analyst

The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple and help us leave the world better than we found it! As a part of the AppleCare Support organization, your rich analytics skillset and tech stack will drive outstanding customer support experiences while also identifying cost-saving measures and organizational improvements. To be successful in this role, you must possess strong analytical skills and be able to efficiently communicate your insight to the highest levels of the company. Strong public speaking/presentation skills, and command presence is a must. You will be influencing very senior leaders to take action on the basis of your work! This role will focus on analytics for our assisted support business across Japan, and Asia-Pacific, along with select global projects and analytical automations. The problems in this space are incredibly varied and interesting, and ensuring that we provide a seamless customer experience, and an efficient one, is a critical part of our way forward. The successful candidate will drive operational efficiency through comprehensive data analysis and reporting, transforming raw data into actionable insights, collaborating across functions, and contributing to strategic decision-making.

Description

Apple Support Analytics is looking for an intensely curious, analytically-oriented professional to join us in a senior business analytics role focused on improving the operations of a massive global contact center support business. Ideal candidates will have a passion for conducting research, answering high impact business questions with data, and presenting their findings and recommendations to key decision-makers across the region and globally. Successful candidates will unearth improvement opportunities that improve contact centre efficiency, quality, or productivity and provide recommendations for actions that drive cost-savings and other meaningful business improvements. You should be comfortable supporting, collaborating and communicating with senior leadership teams and a have a demonstrated ability to build strong working relationships through active listening, delivering promised results, and establishing trust. You will collaborate with many cross-functional teams including HR, Finance, and Training, among others. We’ll expect you to question and challenge legacy processes - all with the goal of improving our AppleCare business.

Minimum Qualifications

• 3 years of data analytics experience.
• Demonstrated comfort communicating complex quantitative analysis in a clear, detailed, and actionable manner to senior executives and leaders with the ability to challenge respectfully while maintaining very strong relationships.
• Capacity to build strong working relationships through active listening, delivering promised results, and establishing trust.
• A strong eye for business is as relevant as Big Data skills as we are looking for the ability to see beyond the data to translate information into actionable business insight.
• Strong business acumen and consumer focus with demonstrated ability to think strategically and act tactically, with a strong sense of urgency to resolve issues.
• Exceptional capacity for writing and conversing with an executive audience.
• Demonstrated experience with quantitative and financial analysis, with the skills for synthesizing complex data into key insights that drive informed decisions.
• Proven ability with SQL, Tableau, and Excel.
BA/BS in mathematics, economics, finance, business, statistics, engineering, or operations research
• - or equivalent experience.
• Ability to multitask in an extremely dynamic environment, regularly balancing ad-hoc requests with long-term projects and initiatives.
• Comfortable working multi-functionally and across organizational levels in different geographies.
• High level of professionalism, energy and sense of urgency to “make things happen”.

Preferred Qualifications

• 5 years of data and business analytics experience.
• Expertise in the Apple Support business, or contact centers more broadly.
• Proven technical expertise in Python, R, and other data science tools.
• Lean Six Sigma expertise.
Experience and familiarity with Apple's products.

Submit CV