Survey Research Program Manager, AppleCare Customer Insights
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
The AppleCare Technologies Customer Insights team is seeking a Survey Research Program Manager to enhance the customer experience. This hybrid role involves managing survey-based customer feedback programs encompassing advanced research design data management sophisticated analysis and presenting actionable insights to leadership. We are looking for an individual who can bridge the gap between traditional customer experience measurement and the power of data science leveraging both structured and unstructured data to uncover deep customer understanding.
- Minimum of 5 years of professional experience with advanced statistical analysis techniques and managing large datasets.
- Minimum of 3 years of direct hands on experience building or supervising Customer Experience (CX) measurement such as Customer Satisfaction (CSAT) Customer Effort Score (CES) or Net Promoter Score (NPS).
- Experience anticipating and balancing the needs of multiple stakeholders.
- Intermediate SQL experience.
- Confidence in designing and managing your own programs/projects with minimal supervision comfortable with ambiguity in a fast-paced environment.
- Excellent communication and presentation skills with the ability to adjust your approach to accommodate your audience including explaining complex analytical insights to non-technical stakeholders.
- Demonstrated curiosity to answer why particularly as it relates to measuring the customer experience at B2C or consumer electronics companies.
- A proven track record of transforming data into insights to influence business decisions/strategies.
- Extensive experience in program management including directing complex parallel work-streams with many cross-functional teams including collaborating effectively with data scientists.
- A passion for processing information and improving the customer experience.
- Familiarity with AI/Machine Learning concepts and their application in customer feedback analysis.
- Experience with customer journey mapping and optimization using data-driven approaches.
Required Experience:
Manager
Key Skills
- Project Management Methodology
- Project / Program Management
- Program Management
- Management Experience
- Microsoft Powerpoint
- Project Management
- Microsoft Project
- Budgeting
- DoD Experience
- Leadership Experience
- Supervising Experience
- Contracts
About Company
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