Digital Customer Experience Researcher

Austin, Texas, United States


Posted: Aug 17, 2019
Weekly Hours: 40
Role Number: 200081908
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. The AppleCare Online Support team is looking for a dynamic customer researcher who is interested in designing, developing and conducting research and contributing to success of AppleCare Digital platforms. This organization has a tremendous reach across Apple’s customers and we are seeking to better understand their needs, expectations, preferences. You will work with various business managers, designers, content producers and executives to help identify business questions that can be answered via primary research, the right methodologies and then to carry out that research in-house and by working with vendors. You will have a deep academic knowledge and hands-on experience of a multitude of customer research methodologies, including but not limited to ethnography, participatory design, usability studies, focus groups, heuristic analyses and surveys. Your research will be pertinent to multiple online experiences, including community forums, social media platforms and web sites. Location: This position can be located on campus in Austin, TX or Sunnyvale, CA

Key Qualifications

  • Strong experience in a research role with a successful record of business impact
  • Expertise in a wide variety of qualitative and quantitative research methodologies
  • Deep working knowledge of when to apply which techniques, and how to combine to answer complex questions
  • Experience in conducting research internationally
  • Collaboration skills and the ability to work across a team of designers, program managers, data scientists, to research and inform design and development of self-service customer service experiences.
  • Communication skills to distill insights from research and communicate them clearly and persuasively across different audiences
  • Ability to collaborate with quantitative analytics professionals to build a complete understanding of customers’ behaviors


Partner with cross functional groups to resolve business questions and translate them into impactful research plans and methodologies. Lead research projects and handle all aspects of projects in-house and with research vendors. Craft and design surveys and interview guides, analyze data, and develop reports. Develop insights and build effective communications to impact insights adoption. Establish relationships with colleagues and business partners. Actively find opportunities to combine survey results with other data sources to comprehend customer preferences and behaviors

Education & Experience

Ph.D. in fields related to Consumer Behavior, Cognitive or Social Psychology, Human-Computer Interaction, Human Factors Engineering with 3-4 years of experience or M.S. in related field with 7-8 years experience applying various research methodologies

Additional Requirements