Customer Journey Strategist, AppleCare Digital

Austin, TX 78701
  • Job Code
    200178405
Summary

Summary

Posted: Jul 15, 2020

Weekly Hours: 40

Role Number:200178405

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, an...Summary

Summary

Posted: Jul 15, 2020

Weekly Hours: 40

Role Number:200178405

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. AppleCare Digital brings the highest standard of quality and innovation to Apple customers around the globe across a broad range of digital platforms. The organization is responsible for all support and service digital content, web assets, customer tools and apps, communities, analytics, SEO, and social media.

We are seeking a hardworking Customer Journey Strategist to lead customer success for the most impactful journeys across Apple's digital support ecosystem. This position encompasses business analysis, planning, partnerships, customer evangelism, and creative, innovative thinking. It requires strong leadership and a curiosity and passion for solving problems in ways that improve customer experiences. You are a forward-thinking storyteller, a natural builder of relationships, and an informational voice for product and content partners. Cross-functional teams trust your input and mentorship. Business partners have faith in your strategic ability. You connect the dots. You push the boundaries. You ground the work in what's needed now, but also have an eye to what could be. You know the importance of understanding our audience and will play a key role in driving this insight.

Join Apple, and help us leave the world better than we found it.

This role can be based in Austin, TX or Cupertino, CA.

Key Qualifications

  • Past experience in a customer journey, digital marketing, or support function.
  • Passionate about our mission to build innovative, interactive, multifaceted experiences to help customers.
  • Self-motivated and proactive, with confirmed creative and critical thinking capabilities.
  • Self-sufficient in analyzing and drawing conclusions from raw and refined product data.
  • Ability to be in the details, and apply those takeaways at a strategic level.
  • Enjoys spearheading projects that are ambiguous to start but lead to important outcomes.
  • Excels at building and encouraging relationships.
  • Meticulous organization and project management skills.
  • Outstanding communication, written and verbal, to all levels of an organization.
  • Master of storytelling and building presentations; validated understanding of Keynote is a plus.
  • Proficient with Tableau and spreadsheet software (Numbers, Excel), using formulas and pivot tables.

Description

You will orchestrate strategic programs that connect the dots along key digital support journeys. Uses qualitative and quantitative data to identify areas of opportunity, and partners with business, product, content, research, and design teams to conceptualize solutions and deliver results. Brings an end-to-end journey perspective to the design and development of new features and content, the AppleCare Digital roadmap, and early stage innovation explorations with partners across Apple.

You will engage in healthy debate to reach the best outcomes for customers and the company. Serves as customer advocate and recommends data-driven feedback that influences and supports business decisions. Develops expertise of non-digital customer support channels, ensuring detailed handoff from digital touch points.

You will collaborate with cross-functional business leaders to integrate their strategies and metrics with AppleCare Digital's, leading to decisions on products and service offerings that improve usability, customer success, and dedication. Acts as a key participant in developing customer journey strategies for AppleCare Digital. Provides regular updates to leadership and summarizes key points and actions required.

Education & Experience
- BA/BS in marketing, analytics, or human-computer interaction preferred.
- MBA preferred.

Additional Requirements

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Customer Journey Strategist, AppleCare Digital

Apple, Inc.
Austin, TX 78701

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