WW RCC Data Scientist

Imagine what you could do here! The people here at Apple dont just create products they build the kind of wonder thats revolutionized entire industries. Its 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 on the Apple Store Online team we are responsible for Apples 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 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 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 orgs innovation strategy and to drive operational performance improvements at vendor and Apple contact center sites.

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 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.

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 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 statistical and ML techniques to understand customer interaction patterns including contact drivers resolution effectiveness repeat contact behavior and the comparative economics of different service 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 and maintain scalable analytical pipelines models and tooling that enable ongoing measurement and monitoring - moving beyond one-off analysis to production-grade analytical self-service analytical toolsincluding automated reporting interactive dashboards and curated datasetsthat empower business stakeholders to access routine performance insights independently.

8 years experience working within business analytics web analytics e-commerce and customer 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 -on experience with text analytics NLP and sentiment analysis including working with conversation or transcript data at defining and establishing performance metrics and KPIs particularly for new programs systems or technologies where measurement frameworks dont yet 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 programming skills in Python and SQL for large-scale data manipulation and analysis. Proficiency in data visualization tools (Tableau preferred).nStrong communication and storytelling skills ability to translate complex analytical findings into clear recommendations for both technical and non-technical audiences including senior leadership.

Familiarity with cloud data platforms particularly Snowflake and degree in a quantitative experience measuring the performance of automated customer interaction systems (e.g. IVR virtual assistants self-service channels). nExperience in customer experience analytics contact center operations or customer interaction -on experience leveraging LLMs/Generative AI to improve productivity and generate new experience in stakeholder management and large-scale cross-functional project Degree preferrednContributes to an inclusive environment through respecting each others differences and having curiosity to Apples values