Job Details

Feedback Health Management Analyst

Austin, Texas, United States

Support and Service

Summary

Posted: May 18, 2025

Weekly Hours: 40

Role Number: 200604465

The people here at Apple don’t just craft 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. Join Apple, and help us leave the world better than we found it.

AppleCare’s Feedback Health Management (FHM) team drives impactful change across a diverse portfolio of programs, tools, and processes by developing metrics-based solutions, streamlining the feedback experience, and encouraging collaboration to improve user satisfaction and business results.

The FHM team is looking for an experienced analyst who can thrive in a dynamic workplace where both individual drive and team collaboration are keys to success. This individual should be strategically-minded with outstanding communication skills and possess the ability to drive innovative solutions that elevate the support experience and efficiently scale resources. Candidate should have experience in data analysis, survey research, or program evaluation.

Description

This role demands strong analytical skills, effective partner management, and an understanding of feedback mechanisms. Responsibilities include, but are not limited to:

Collect & Analyze Feedback: Design, distribute, and analyze feedback to assess the health, effectiveness, and performance of programs and applications. Leverage both qualitative and quantitative data from feedback and other sources to evaluate user satisfaction and usability.

Develop Insights: Translate feedback data into actionable insights that inform program enhancements, user experience improvements, and strategic decision-making. Use insights to recommend improvements that optimize engagement and performance.

Monitor Program Health: Track and measure the ongoing performance of programs and applications, ensuring they meet user needs and strategic goals while identifying areas for optimization. Evaluate business processes through root cause analysis, ROI/LOE assessments, and feedback trends.

Continuous Improvement: Recommend and collaborate on changes to programs based on feedback analysis, aiming to optimize performance, engagement, and satisfaction.

Collaboration: Work closely with product managers, program owners, and development teams to ensure alignment between user feedback and program objectives.

Report on Findings: Create and present reports summarizing feedback trends, performance metrics, and health assessments to partners. Ability to communicate at all levels of leadership.

User Experience Focus: Evaluate user satisfaction, usability, and effectiveness through detailed analysis of survey data and other feedback sources.

Minimum Qualifications

• 3+ years experience working with data to interpret quantitative findings and translate them into actionable insights for partners of all technical backgrounds

• Experience with AI/ML-driven text analytics for sentiment analysis and trend detection

• High attention to detail and an ability to spot trends, inconsistencies, and opportunities in datasets

• Demonstrated skill in identifying and simplifying complex issues, validating root causes, and driving data-informed improvements based on feedback analysis

• Familiarity with tools like SQL, Tableau, or Power BI; a willingness to learn and adopt new tools is essential

• Strong problem-solving and self-management skills, with the ability to work independently, prioritize a dynamic workload, and call out issues when appropriate

• Excellent verbal and written communication skills, with the ability to tailor messaging to diverse audience levels

• Demonstrated ability to partner cross-functionally to optimize and improve new and existing plans, systems, and processes

• Flexibility to adjust working hours to collaborate with global teams when needed

• Adaptability and willingness to taking on new responsibilities and evolving project needs

• Bachelors Degree or equivalent experience

Preferred Qualifications

• Familiarity with survey and feedback platforms (Qualtrics, Medallia, Google Forms, or similar).

• Background in user experience (UX) research or customer experience (CX) programs.

• Familiarity with contact center operations and support systems.

• Advanced Degree or equivalent experience

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.Learn more about your EEO rights as an applicant (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) .

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.Learn more about your EEO rights as an applicant (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) .

Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation.

Apple participates in the E-Verify program in certain locations as required by law.Learn more about the E-Verify program (https://www.apple.com/jobs/pdf/EverifyPosterEnglish.pdf) .

Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Reasonable Accommodation and Drug Free Workplace policy Learn more .

Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more .

Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines applicable in your area.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.