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RCC Data Scientist

Apple· Sales and Business Development
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Shanghaifull-timePosted 1mo ago

About the role

Senior Data Scientist role focused on Retail Customer Care (RCC) performance and decision support within the Apple Store Online team. Drive advanced analytics, NLP, experimentation, and AI tooling to optimize end-to-end customer interactions across voice and chat, partnering with cross-functional stakeholders to inform deployment strategy and operational optimization.

Responsibilities

  • Establish KPIs, and design and measure controlled experiments to optimize the end-to-end customer interaction systems across voice and chat channels, evaluating performance, ROI, and customer experience impact using structured and unstructured data including transcripts, logs, and feedback. Apply NLP techniques to analyze conversation data, extracting insights on customer sentiment, interaction quality, resolution effectiveness, and emerging issues to identify improvement opportunities.
  • Build analytical frameworks that enable rigorous comparison of customer outcomes, cost efficiency, and experience quality across different service delivery models.
  • Apply statistical and ML techniques to understand customer interaction patterns — including contact drivers, resolution effectiveness, repeat contact behavior, and the comparative economics of different service channels.
  • Partner closely with cross-functional teams to measure the performance of customer interaction systems, translating analytical findings into clear, actionable recommendations for senior leadership to inform strategic decisions on deployment strategy, automation approach, and operational optimization.
  • Build and maintain scalable analytical pipelines, models, and tooling that enable ongoing measurement and monitoring — moving beyond one-off analysis to production-grade analytical solutions.
  • Develop self-service analytical tools — including automated reporting, interactive dashboards, and curated datasets — that empower business stakeholders to access routine performance insights independently.

Qualifications

  • Bachelor’s degree in computer science, mathematics, finance, statistics, econometrics, or other quantitative field, and 7+ years of professional experience in data science, machine learning, or advanced analytics within business analytics, e-commerce, and customer analytics.
  • Hands-on experience with text analytics, NLP, and sentiment analysis — including working with conversation or transcript data at scale.
  • Experience defining and establishing performance metrics and KPIs — particularly for new programs, systems, or technologies where measurement frameworks don't yet exist.
  • Experience designing and analyzing A/B tests and/or experience with quasi-experimental methods (e.g. causal inference, diff-in-diff, propensity matching, synthetic controls) to measure the impacts of business interventions.
  • Strong programming skills in Python and SQL for large-scale data manipulation and analysis. Proficiency in data visualization tools (Tableau preferred).
  • Strong communication and storytelling skills — the ability to translate complex analytical findings into clear recommendations for both technical and non-technical audiences, including senior leadership.

Skills

Required:KPIs and experimental designNLP / Text analyticsA/B testing and causal inferencePythonSQLData visualizationCommunication
Last updated Sep 11, 2026. Interested? Apply on the company site.

About Apple

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

AirPods Max 2Apple ArcadeApple CardApple Fitness+Apple MusicApple TVApple TV+Apple Watch Series 11
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