EMEIA Business Operations Analyst
Imagine what you could do here! The people here at Apple don’t just create 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. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work.
Here on the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things.
In this role, you will be a part of the Global Business Operations team, with a particular focus on Retail Customer Care performance and decision support. Using data and quantitative techniques, the decision support team acts as a consultant to provide insights and recommendations to drive operational performance improvement at vendor and Apple contact centre sites.
You will identify business problems and translate those into analytical questions, and perform rigorous descriptive / predictive analysis of contact center operational metrics to inform Retail Customer Care management on operational processes and programs effectiveness. The candidate should possess solid business acumen, strong quantitative and technical background and have superb communication skill to influence and build relationship with wide range of multi-functional partners.
Lead weekly and quarterly business reviews with stakeholders and drive operational improvements by monitoring primary KPI performance across demand, staffing and quality.
Perform quantitative analysis to identify trends, correlations and root causes affecting key performance indicators from achieving established goals. Based on data insights collaborate closely with site lead, area managers and vendor managers to adjust strategies and actions.
Apply statistical techniques on large disparate data sources to develop automated quantitative models that will forecast quarterly KPI targets for operational teams.
Collaborate with business leaders to incorporate upcoming program change impact into the model to generate KPI targets that align with strategic business goals, driving motivation and productivity within operational teams.
Conduct ad-hoc analyses using both structured and unstructured data and execute A/B tests to evaluate ROI and customer experience impact of staffing strategies, support business case creation and evaluate effectiveness of new programs.
Design data models for automated reports and develop dashboards using industry standard visualisation tools such as Tableau to track key trends of metrics and generate insights on demand, staffing and quality performance.
Present insights and recommendations to senior leadership, translating complex data into clear narratives.
- Extensive professional experience in operations, analytics, management consulting, corporate strategy.
- Deep understanding of data analytics with experience and strong knowledge of these tools and languages: Excel, Tableau, SQL, and Python for data collection, storage, cleaning, preparation, analysis and visualisation.
- Effective presentation and communication skills, including ability to explain complex data and charts in a concise manner and influence and engage with senior leadership
- Experience in data science models and statistical analysis techniques such as text analytics, hypothesis testing, sentiment analysis, regression etc.
- Bachelor’s degree in engineering, mathematics, finance, statistics, analytics or other quantitative area, master’s degree a plus or equivalent professional experience.
- Contact Center experience preferred.