This role is responsible for the development of KPIs and data assets in support of delivering insights spanning hardware and software field performance for multiple product lines. The focus will be on expanding an already robust hardware feedback loop, with attention to underutilized data sets, identification of opportunities for early warning on changes in customer service volumes, automation of analytic operations, and enhancement of existing insight assets. Particular attention will be focused on data visualization, automation and trend/pattern detection spanning multiple product lines.Responsibilities include:Leading the Voice of the Customer (VOC) feedback loop for AppleCareInteracting with product teams to identify questions and opportunities for data analysis, experiments and insightsDeveloping new performance metrics and data visualization methods that consider the impact of the entire product eco systemDeveloping algorithms for automated processes to cleanse, evaluate and derive patterns from large datasets spanning disparate sourcesIdentifying meaningful insights from large data and metadata sources; interpreting and communicating insights and findings from analysis and experiments to operation, engineering and business management.
Education & Experience
BS/BA degree required, preferably in a quantitative field, such as statistics, engineering, computer science, data analytics or mathematicsView More