Hardware Product Insights Analyst


Austin, TX, USA

Full time


Jun 1


Posted: Jun 1, 2022

Weekly Hours: 40

Role Number:200384711

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. Apple products are known for their ease of use and world class quality. Shipping products that meet this high standard requires continuously learning from our customer service interactions. If you have a passion for developing insights from real world data, improving customer experience, and helping define the hardware analytics roadmap, this is the job for you!

The AppleCare Business Insight, Operations, and Systems team is a dynamic data science organization that provides insight to improve the post-sale ownership experience and to drive continuous product and process improvement. This is an opportunity to be part of a team of analysts dedicated to providing insights to our engineering and operations teams to help inform production and design decisions. The role provides an opportunity to make a real difference to the Apple customer experience.

This position can be based in Austin, TX or Santa Clara Valley.

Key Qualifications

  • 5+ years of industry experience in a data insights/analytics role.
  • Highly analytical, detail-oriented, and self-motivated individual who has passion for translating large data sources into actionable insights
  • High level of proficiency in SQL, solid experience with Teradata or Snowflake
  • Solid experience with Tableau, including large-scale dashboard deployment and maintenance
  • Solid understanding of statistics
  • Experience with time series analysis and forecasting techniques
  • Ability to network broadly across the organization with cross-functional teams, to drive collaboration, and effect change and process improvements
  • Excellent written and verbal communication skills and experience presenting to cross-functional teams and leadership
  • Experience with Python including pandas, NumPy, and SciPy is a plus
  • Experience with topics related to reliability engineering is a plus


This role is for a data scientist within the AppleCare Hardware Insights team working on post-service product insights. The focus will be on supporting the Service Quality Engineering organization to expand and continuously improve our service part quality feedback loop. It involves the development and enhancement of metrics assets in support of delivering insights relating to hardware field performance. Particular attention will be focused on identifying opportunities for trend/pattern detection, early warning of emerging issues, time series forecasting, and deep dive analyses.

Responsibilities include:

•Interacting with cross-functional teams to identify questions and opportunities for data analysis

•Creating and improving dashboards using SQL and Tableau

•Ensuring consistency and accuracy of data across assets with meticulous attention to detail

•Identifying meaningful, actionable insights from large data, interpreting, and communicating them regularly to a variety of audiences

•Developing algorithms for automated processes to cleanse, evaluate, and derive patterns from large datasets spanning disparate sources

•Bringing structure and predictability to intrinsically uncertain problems through detailed project scoping and thorough planning

•Contextualizing impacts of new programs and business proposals through scoping, modeling, and forecasting

•Continually improving forecast accuracy

Education & Experience

BA/BS in a quantitative field (Statistics, Computer Science, Ops Research, Data Science, etc.). MBA or MS in a quantitative field preferred.

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