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Cupertino, California, United States Corporate Functions

Imagine what you could do here! The people here at Apple don’t just create 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. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work.

Here on the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things.

We are seeking a highly motivated Senior Data Scientist to help inform innovation strategy by leading analysis into behavioral segmentation, pilot measurement, text analytics and AI tools integration. In this role, you will be part of Apple Store Online, with a particular focus on Retail Customer Care (RCC) performance and decision support. Using data and quantitative techniques, the decision support team acts as a consultant, providing insights and recommendations to inform the org's innovation strategy and to drive operational performance improvements at vendor and Apple contact center sites.

Description

In this role, you will define how we measure the performance of automated customer interaction systems, build analytical frameworks to compare outcomes across interaction models, and deliver insights that determine where automation creates value and where human expertise remains essential. You will work with structured operational data and unstructured conversation data at scale, applying NLP, experimentation, and statistical modeling to drive decisions that directly impact revenue, cost, and customer experience.

You will be a part of the World Wide Analytics team within Retail Contact Center, partnering closely with engineering, operations, and product teams to measure and optimize performance across our global contact center operations.

Responsibilities

• Establish KPIs, design and measure controlled experiments to optimize automated customer interaction systems across voice and chat channels, evaluating performance, ROI, and customer experience impact using structured and unstructured data including transcripts, logs, and feedback. Apply NLP techniques to analyze conversation data, extracting insights on customer sentiment, interaction quality, resolution effectiveness, and emerging issues to identify improvement opportunities and refine the balance between automated and human-assisted experiences.
• Build analytical frameworks that enable rigorous comparison of customer outcomes, cost efficiency, and experience quality across different service delivery models — informing strategic decisions on where automation adds value and where human expertise is essential.
• Apply statistical and ML techniques to understand customer interaction patterns — including contact drivers, resolution effectiveness, repeat contact behavior, and the comparative economics of different service channels.
• Partner cross-functionally with engineering, product, finance, and customer experience teams to measure the impact of new customer interaction technologies, translating analytical findings into clear, actionable recommendations for senior leadership to inform strategic decisions on deployment strategy, automation approach, and operational optimization.
• Build and maintain scalable analytical pipelines, models, and tooling that enable ongoing measurement and monitoring - moving beyond one-off analysis to production-grade analytical solutions.
• Develop self-service analytical tools—including automated reporting, interactive dashboards, and curated datasets—that empower business stakeholders to access routine performance insights independently.

Minimum Qualifications

• 8+ years experience working within business analytics, web analytics, e-commerce and customer analytics.
• Bachelor’s degree in computer science, mathematics, finance, statistics, econometrics or other quantitative field and 8 + years of professional experience in data science, machine learning, or advanced analytics, with demonstrated ability to translate business objectives into analytical frameworks and measurable outcomes.
• Hands‑on experience with text analytics, NLP, and sentiment analysis — including working with conversation or transcript data at scale.
• Experience defining and establishing performance metrics and KPIs — particularly for new programs, systems, or technologies where measurement frameworks don't yet exist.
• Experience designing and analyzing A/B tests and/or experience with quasi-experimental methods (ex. causal inference, diff-in-diff, propensity matching, synthetic controls) to measure the impacts of business interventions.
• Strong programming skills in Python and SQL for large-scale data manipulation and analysis. Proficiency in data visualization tools (Tableau preferred).
• Strong communication and storytelling skills — ability to translate complex analytical findings into clear recommendations for both technical and non-technical audiences, including senior leadership.

Preferred Qualifications

• Familiarity with cloud data platforms, particularly Snowflake and AWS.
• Previous experience measuring the performance of automated customer interaction systems (e.g., IVR, virtual assistants, self‑service channels).
• Experience in customer experience analytics, contact center operations, or customer interaction measurement.
• Hands‑on experience leveraging LLMs/Generative AI to improve productivity and generate new insights.
• Previous experience in stakeholder management and large-scale cross‑functional project work.
• Masters Degree preferred.
• Contributes to an inclusive environment through respecting each other’s differences and having curiosity to learn.
• Demonstrates Apple’s values.

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $172,100 and $258,600, and your base pay will depend on your skills, qualifications, experience, and location.

Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.

Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.

At Apple, we believe accessibility is a fundamental human right. You’ll find that idea reflected in everything here — in our culture, our benefits and our digital tools. By welcoming as many perspectives as possible, we help you build a career where you feel like you belong.

Learn about accessibility in Apple’s workplace.

Learn about reasonable accommodations for job applicants.

Apple accepts applications to this posting on an ongoing basis.