AppleCare Data Scientist

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don't just craft 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. Join Apple, and help us leave the world better than we found it. At Apple, we believe in delivering an unparalleled customer experience! The AppleCare Business Insights, Operations, and Systems (ACBIOS) team contributes to this mission by transforming complex data into actionable insights to drive enhancements to Apple products, services, and the end-to-end customer journey. We are seeking a Data Scientist to lead high-impact initiatives focused on understanding and optimizing the cross-channel customer journey. The ideal candidate will possess deep attention to detail, proficiency in a broad range of data modeling and visualization tools, and the ability to effectively communicate methodology and findings to business partners.

Description

In this role, you will apply advanced analytics and data science methods to identify strategic opportunities, deliver actionable recommendations, and rigorously measure the success of initiatives and programs. This will involve close collaboration with Support, Service, Finance, and IT teams. The role demands a blend of deep technical expertise and strong business acumen to uncover critical trends, discover patterns, and enable data-driven decision-making at scale. Furthermore, you will be responsible for designing, developing, documenting, and maintaining foundational customer journey data models for analysts and data scientists across the wider AppleCare organization to use in their customer journey analytics.

Responsibilities

• Partner with technical and non-technical stakeholders to translate problem statements and requests into technical requirements
• Perform deep-dive and what-if analyses to uncover trends, anomalies, and opportunities for improvement
• Write and optimize sophisticated SQL queries in Snowflake with a focus on performance and scalability
• Build advanced Tableau and Streamlit dashboards
• Implement robust automation of pipelines and workflows complete with graceful issue handling and alerting
• Apply standard methodologies in code quality, Git, CI/CD, and Jenkins workflows
• Clearly document your work for both technical and non-technical audiences
• Regularly present roadmaps, progress updates, and findings to stakeholders and leadership

• Bachelor's degree in a quantitative or technical field
• 5-8 years of applied experience in data science, business analytics, or BI roles
• Expert level SQL skills with MPP database platforms
• Tableau dashboard development experience
• Python development experience with pandas, NumPy, and ML packages (Ex: scikit-learn)
• Proficiency in statistical analysis including concepts such as confidence intervals, p-values, and statistical significance
• Proven record of producing clean, maintainable, and well-documented SQL & Python code following best practices
• Experience translating business questions and needs into technical requirements
• Excellent communication skills with experience presenting to multi-functional teams and executive leadership

• Expert level Snowflake experience including with Snowpark
• Experience with Streamlit dashboard development
• Applied experience with software engineering workflows using Git and CI/CD tools
• Experience developing custom Tableau extensions
• Prior experience with building and deploying systems that utilize LLMs
• Background in customer analytics, customer 360, or product service/support analytics