Apple

WW RCC Data Scientist

Apple$130K — $180K *
Retail & Consumer Goods
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • 8+ years of experience in business analytics, web analytics, e-commerce, and customer analytics.
  • Bachelor's degree in a quantitative field; advanced degree preferred.
  • Hands-on experience with text analytics, NLP, and sentiment analysis.
  • Proficiency in defining performance metrics and KPIs for new initiatives.
  • Strong programming skills in Python and SQL, with data visualization expertise in Tableau.
  • Excellent communication skills, with the ability to convey complex insights to diverse audiences.

Responsibilities

  • Lead analysis on behavioral segmentation and pilot measurement.
  • Develop frameworks to measure and compare performance across automated and human interactions.
  • Utilize NLP and statistical modeling to derive actionable insights impacting revenue and customer experience.
  • Partner with engineering and operations teams to optimize performance across global contact centers.
  • Deliver recommendations based on quantitative analysis to inform innovation strategy.

Benefits

  • Opportunity to work at a leading technology company known for innovation.
  • Collaboration with cross-functional teams including engineering and product management.
  • Involvement in high-impact projects directly influencing operational performance.
  • Access to advanced tools and technologies for data analysis.
  • Commitment to fostering an inclusive work environment.
Full Job Description
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.

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.

Master's degree in a quantitative field.

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

About Apple

Apple is a corporation that designs, manufactures, and markets mobile communication and media devices, personal computers, portable digital music players, and sells a variety of related software, services, peripherals, networking solutions, and third-party digital content and applications. Apple provides many products and services, including iPhone; iPad; iPod; Mac; Apple TV; a portfolio of consumer and professional software applications; the iOS and OS X operating systems; iCloud; and accessories, service, and support offerings. It sells its products worldwide through its retail stores, online stores, direct sales force and third-party cellular network carriers, wholesalers, retailers, and value-added resellers to the consumer and also sells third-party iPhone, iPad, Mac and iPod compatible products, including application software and accessories through its online and retail stores. Introduced in 1984, the Macintosh was the first widely sold personal computer with a graphical user interface (GUI). That feature and others such as an improved floppy drive design and a low-cost hard drive that made data retrieval faster helped Apple cultivate a reputation for innovation. Apple was named as the most admired company in the United States in 2008 and in the world from 2008 to 2012 by the Fortune magazine. The company was founded by Steven Paul Jobs, Steve Wozniak, and Ronald Gerald Wayne on April 1, 1976, and is headquartered in Cupertino, California.

Apple Careers

Join Apple, a place where extraordinary people gather to do their best work. Our ever-expanding global team is at the forefront of innovation and leadership in the tech industry. At Apple, we're not just building products—we're crafting the kind of wonder that revolutionizes entire industries. It's the diversity of our people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Work You’ll Do Embark on a journey with Apple’s market-leading team to help some of the world’s most influential companies navigate their path to digital mastery with cutting-edge technology and services. Transform industries and touch lives with your unique ideas at Apple. Here, you’ll lead through a unique position at the intersection of technology, creativity, and robust industry expertise. Collaborate with a global team of professionals who are at the top of their game in technology and design. Apple isn’t just a company, it’s a community of innovators and passionate thinkers. Introducing the Apple Innovation and Leadership Initiative We are building a market-leading team to drive our efforts in delivering groundbreaking solutions and services. At Apple, job opportunities are abundant, offering you the chance to explore diverse roles from engineering to marketing, all designed to empower your career growth. Do Innovative Work Join the largest group of creative and technical experts in the world—professionals dedicated to redefining what’s possible through technology and innovation. Deliver targeted solutions through a depth and breadth of expertise that’s unmatched, driving forward our commitment to excellence and leadership in every project we undertake. Be Part of a Great Team Engage in a wide range of projects utilizing Apple’s technology and resources. Harness the unparalleled capabilities, global scale, and joint solution development that only Apple can offer. Future-Proof Your Career Advance your career with limitless opportunities at Apple. Go as far as your ambition takes you with unmatched training, development, and certification support. Explore Discover how Apple is leading the way in tech innovation: [With iOS] Businesses can streamline operations and enhance customer interactions... READ MORE Smart home technology integration that sets the standard for convenience and security... READ MORE The Apple Experience Our combined service capabilities, global scale, and joint solution development help clients overcome challenges and lead transformation in their industries. Clients worldwide look to Apple for new strategies and solutions that drive growth and innovation in the digital era. Stay Connected Join Our Team Search open positions that match your skills and interests. We look for passionate, curious, creative, and solution-driven team players. Whether you’re seeking a professional role, an internship, or a leadership position, Apple offers a variety of employment opportunities. SEARCH APPLE JOBS Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. READ CAREERS BLOG Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. See what exciting and rewarding opportunities await at Apple, a company committed to diversity, innovation, and leadership. Explore job opportunities, employment benefits, and the culture of growth and innovation at Apple. Prepare your resume, hone your interview skills, and ready yourself for a career at one of the most prestigious companies in the world. Join us in pushing the boundaries of what is possible.
Learn more about Apple
Size
154,000 employees
Market Cap
$2,074.3 billion
Industry
Net Income
$63.9 billion
Founded
1976
5 Year Trend
+11.5%
Revenue
$294.1 billion
NASDAQ

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