The Senior Data Scientist role at Apple Store Online focuses on enhancing Retail Customer Care performance through data-driven insights. This position involves analyzing behavioral segmentation, pilot measurement, and integrating AI tools to inform innovation strategies. The candidate will work with both structured and unstructured data, applying advanced analytics to improve operational performance. Collaboration with engineering, operations, and product teams is essential to optimize global contact center operations.

• 8+ years of experience in business analytics, web analytics, e-commerce, and customer analytics.
• Bachelor's degree in computer science, mathematics, finance, statistics, econometrics, or a related quantitative field.
• Hands-on experience with text analytics, NLP, and sentiment analysis.
• Experience in defining performance metrics and KPIs for new programs and technologies.
• Strong programming skills in Python and SQL for data manipulation and analysis.
• Proficiency in data visualization tools, preferably Tableau.
• Familiarity with cloud data platforms, particularly Snowflake and AWS.
• Master's degree in a quantitative field is preferred.
• Previous experience in measuring the performance of automated customer interaction systems.
• Experience in customer experience analytics and contact center operations.

• Lead analysis into behavioral segmentation and pilot measurement.
• Define how to measure the performance of automated customer interaction systems.
• Build analytical frameworks to compare outcomes across interaction models.
• Deliver insights that determine the value of automation versus human expertise.
• Work with structured operational data and unstructured conversation data at scale.
• Apply NLP, experimentation, and statistical modeling to drive business decisions.
• Collaborate with cross-functional teams to measure and optimize performance.
• Translate complex analytical findings into clear recommendations for various audiences.

• Employees at Apple are often offered comprehensive benefits that support physical and mental well-being—flexible medical plans, confidential counseling, onsite wellness centers at major campuses, and resources for fitness and daily life. Families typically receive fertility support, paid parental leave with gradual return, caregiving leave, and dependent-care guidance, while financial perks commonly include stock grants (with purchase discounts), 401(k) matching, and income-protection coverage. Employees also see robust time off, Apple University learning and tuition reimbursement, donation matching and paid volunteer hours, and deep product and partner discounts.