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About the Role

The Apple Care Digital User Research team is seeking an experienced quantitative user research expert to lead impactful research studies and drive success of Apple Care Digital customer support experiences. The team conducts comprehensive studies across diverse topics globally, directly shaping how millions of Apple customers receive best-in-class support.

Apple Care has a tremendous reach across Apple's customers, and we are seeking to better understand their evolving needs, expectations, and preferences. Example support experience areas including the support app, digital tools, chat, website, search, text-based, video, and multimedia content as well as generative AI features. In this critical role, you'll collaborate with a diverse set of stakeholder teams, including product managers, designers, producers, market managers, writers, and content strategists.

The ideal candidate will lead research projects and oversee all aspects of project execution in-house as well as with research vendors, which include but are not limited to surveys, data analyses, report development and insights communication plans and strategies.

A critical part of the position is the ability to conduct high quality mixed-method research, integrate findings with previous research and other data sources, and effectively communicate and engage business teams with user insights. You will also build strong relationships with colleagues and business stakeholders.

The ideal candidate must demonstrate a proven ability to readily flex hands-on research expertise (e.g., survey development, programming, analyses, and reporting) with strategic thinking and readily move between minute detail and big ideas.

Responsibilities

• Survey Design & Implementation: Independently create methodologically sound surveys across complexity levels—from rapid pulse checks to sophisticated research designs including conjoint analysis, market segmentation, and advanced statistical modeling
• Data Integration & Synthesis: Proactively identify opportunities to triangulate survey findings with complementary data sources (behavioral analytics, qualitative UX research, historical studies) to develop richer customer insights and uncover behavioral patterns
• Strategic Insights & Innovation: Recognize emerging trends and research gaps to establish novel perspectives on user behavior, while continuously developing new methodological capabilities and research frameworks
• Project Leadership: Successfully manage concurrent research initiatives while maintaining quality standards, effectively prioritizing deliverables and seamlessly transitioning between diverse project requirements

Minimum Qualifications

• Bachelors with a concentration in Market Research, Psychology, Anthropology, Statistics for Behavioral Sciences or similarly relevant field focused on user experiences and analytics, with 8+ years of applicable professional experience
• Demonstrated experience leading mixed-method research supporting digital product innovation and optimization
• Deep hands-on expertise in mixed-method research methodologies, experimental design, and advanced data analyses for survey and market research
• Fluent in advanced research methods like segmentation, conjoint, Max Diff, perceptual mapping, structural equation modeling, etc.
• Demonstrated experience in integrating data from different sources - surveys, click-through behavioral data, UX interviews
• Ability to mine and analyze behavioral analytics data (e.g., click-through metrics, digital engagement, conversion paths) and connect key insights to research data
• Comfortable operating in uncharted territory, pushing methodological innovation, and setting a higher standard for customer empathy
• Effective verbal and written communication skills, distilling complex mixed-method research reports into understandable, compelling, and actionable insights
• Fluent in using analytics tools (like R, SQL, SPSS, SAS, etc.) to analyze research and behavioral data

Preferred Qualifications

• M.A. or M.S. in Market Research, Psychology, Anthropology, Statistics for Behavioral Sciences or similarly relevant field focused on user experiences and analytics is strongly preferred
• Experience with client and vendor side is preferred
• Working knowledge of UX industry methodologies

Equal Opportunity

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. Learn more about your EEO rights as an applicant.