Survey Research Program Manager, AppleCare Customer Insights

Apple

  • Austin, TX
  • Permanent
  • Full-time
  • 1 day ago
Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. When you bring passion and dedication to your job, there's no telling what you can accomplish. The people here at Apple donʼt just craft products - they build the kind of experiences that have revolutionized entire industries. Our people and their ideas inspire the innovation that runs through everything we do. Do you have an insatiable curiosity for understanding and improving the customer experience? Are you passionate about transforming quantitative data into actionable insights that drive business decisions? If so, the AppleCare Technologies Customer Insights team is looking for a Survey Research Program Manager to join our high-visibility team. Our mission is to provide actionable insights to improve AppleCare by revealing what customers think and feel. Apple is recognized for having the best customer satisfaction and support in the industry. Our team is chartered with delivering high-quality guidance and intelligence essential to maintaining and strengthening this top ranking and improving the customer experience.DescriptionThe 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 Qualifications
  • 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.
Preferred Qualifications
  • 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.
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.

Apple