Feedback Health Management Analyst
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AppleCare’s Feedback Health Management (FHM) team drives impactful change across a diverse portfolio of programs, tools, and processes by developing metrics-based solutions, streamlining the feedback experience, and encouraging collaboration to improve user satisfaction and business results.
The FHM team is looking for an experienced analyst who can thrive in a dynamic workplace where both individual drive and team collaboration are keys to success. This individual should be strategically-minded with outstanding communication skills and possess the ability to drive innovative solutions that elevate the support experience and efficiently scale resources. Candidate should have experience in data analysis, survey research, or program evaluation.
This role demands strong analytical skills, effective partner management, and an understanding of feedback mechanisms. Responsibilities include, but are not limited to:
Collect & Analyze Feedback: Design, distribute, and analyze feedback to assess the health, effectiveness, and performance of programs and applications. Leverage both qualitative and quantitative data from feedback and other sources to evaluate user satisfaction and usability.
Develop Insights: Translate feedback data into actionable insights that inform program enhancements, user experience improvements, and strategic decision-making. Use insights to recommend improvements that optimize engagement and performance.
Monitor Program Health: Track and measure the ongoing performance of programs and applications, ensuring they meet user needs and strategic goals while identifying areas for optimization. Evaluate business processes through root cause analysis, ROI/LOE assessments, and feedback trends.
Continuous Improvement: Recommend and collaborate on changes to programs based on feedback analysis, aiming to optimize performance, engagement, and satisfaction.
Collaboration: Work closely with product managers, program owners, and development teams to ensure alignment between user feedback and program objectives.
Report on Findings: Create and present reports summarizing feedback trends, performance metrics, and health assessments to partners. Ability to communicate at all levels of leadership.
User Experience Focus: Evaluate user satisfaction, usability, and effectiveness through detailed analysis of survey data and other feedback sources.
- 3+ years experience working with data to interpret quantitative findings and translate them into actionable insights for partners of all technical backgrounds
- Experience with AI/ML-driven text analytics for sentiment analysis and trend detection
- High attention to detail and an ability to spot trends, inconsistencies, and opportunities in datasets
- Demonstrated skill in identifying and simplifying complex issues, validating root causes, and driving data-informed improvements based on feedback analysis
- Familiarity with tools like SQL, Tableau, or Power BI; a willingness to learn and adopt new tools is essential
- Strong problem-solving and self-management skills, with the ability to work independently, prioritize a dynamic workload, and call out issues when appropriate
- Excellent verbal and written communication skills, with the ability to tailor messaging to diverse audience levels
- Demonstrated ability to partner cross-functionally to optimize and improve new and existing plans, systems, and processes
- Flexibility to adjust working hours to collaborate with global teams when needed
- Adaptability and willingness to taking on new responsibilities and evolving project needs
- Bachelors Degree or equivalent experience
- Familiarity with survey and feedback platforms (Qualtrics, Medallia, Google Forms, or similar).
- Background in user experience (UX) research or customer experience (CX) programs.
- Familiarity with contact center operations and support systems.
- Advanced Degree or equivalent experience
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.