Summary

Posted: Sep 12, 2024

Weekly Hours: 37.5

Role Number:200565255

The people here at Apple don’t just create products - we build the kind of wonder that’s revolutionized entire industries. It’s the diversity of our people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Inclusion is a shared responsibility and we hold ourselves and one another accountable for bringing everybody in. Join Apple and help us leave the world better than we found it. Join the Apple Retail Online Voice of the Customer (VOC) team, and play a role in defining the digital shopping experience for our customers worldwide. The ideal candidate has a strong understanding of the needs of online shoppers, a deeply customer centric mindset, is able to distill a wide variety of inputs to clearly articulate user journey opportunities, is able to prepare compelling presentations and present to senior leadership, and is adept at collaborating across a highly matrixed organization to drive substantive change.

Description

This role will be responsible for including but not limited to: ・Identify and prioritize improvement opportunities. Identify and prioritize key customer experience improvement opportunities across Japan by utilizing customer feedback data and through partnership with Insights, Analytics, Customer Care, and other partner teams. ・Understand e-commerce trends and the associated customer experience in Japan. Be able to articulate customer expectations, services that are offered in the market, as well as how they are executed (buy flow, communications, payment options, delivery methods, etc). ・Enhance clarity of communication of our transactional and delivery messaging while preserving Apple’s brand and tone of voice. ・Liaise with Product Management and Operations teams to be a local customer and market expectations expert as we plan for, and roll out new site features and projects in Japan. ・Present customer engagement insights to senior executives visiting the region. Be the voice of the customer for Japan, and be able to clearly and effectively communicate the nuances that matter to the customer experience in Japan. ・Connect with the total Apple business to ensure adequate coverage of areas where VOC issues are likely to emerge. Understand in depth the key VOC issues in Japan, but also develop broad insight into VOC issues across WW. ・Work closely with Contact Center and Operations teams to prioritize and address issues at a non-Capital level. ・Join the dots. From the unique perspective and vantage point of WW VOC, spot the fixes that net the biggest customer gains. See the bigger picture. Be able to assimilate large volumes of internal and external data as well as customer inputs, and identify connections and relationships between disparate sources.

• Extensive experience in a customer-focused role in e-commerce
• Deep curiosity with the drive to “follow the data” to uncover the root of an issue wherever the path may lead you.
• Strong quantitative and problem solving skills with the ability to synthesize and distill large amounts of inputs into clear narratives.
• Ability to collaborate cross-functionally and globally to leverage knowledge to gain holistic understanding of complex situations and create strategic consensus.
• Exceptional ability to problem solve, develop creative solutions, and demonstrate resourcefulness, while maintaining extreme attention to detail.
• Great written and oral communication skills, and outstanding presentation skills. Can effectively mix narrative and data, using pixel-perfect slides, to influence senior executives and make them see things differently.
• Effective planning skills with the ability to handle multiple projects or tasks at the same time, while being open to and responding flexibly to change.
• Fluent language proficiency for Japanese to support Japan market
Fluent language proficiency for English to partner with international teams

Preferred Qualifications

• Ability to function largely autonomously, setting your own daily priorities and goals while effectively communicating back to leadership exactly why these are the correct focus areas.
• Strong empathy for the customer experience
• Makes space to listen, learn, and amplify diverse perspectives and experiences
• Actively seeks out opportunities to champion and celebrate inclusion and diversity
• BS/BA degree, MS/MA/MBA a plus.
• Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.