Job Details

Customer Experience Analyst

Austin, Texas, United States

Support and Service

Summary

Posted: Jun 24, 2025

Weekly Hours: 40

Role Number: 200607151

Imagine what you can do here. Apple is a place where extraordinary people gather to do their lives best work. Together we create products and experiences people once couldn’t have imagined, and now, can’t imagine living without. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do.

Description

APPLE INC has the following available in Austin, Texas. Partner with AppleCare digital, Apple repair systems and repair center teams to configure online repair systems to support new products and new repair strategies. Perform regular analysis
of user journeys related to customer-facing repair and coverage and suggest updates and changes designed to maximize customer experience. Optimize repair status systems by working
with internal partners to recognize and manage issues related to customer communication. Gain cross-functional knowledge of disparate Apple systems responsible for repair journey.
Develop and maintain regular reporting capabilities for repair creation, repair status and repair communications. Help to validate software changes implemented by engineering teams.
Utilize internal Apple database and communication tools such as Griffin, Yoda, iConfigurator, Rover, and GCRM to maintain product and parts configurations related to the facilitation of
customer repairs for iPhones, Apple Watches, iPads, and AirPods products. As a function of making changes to the systems that control the display of options and configurations for
customer hardware repairs, will also utilize testing rationale and internal billing systems (SAP, APS payment processing) to ensure parts and service configurations are behaving as
expected and allow for customers to successfully complete and pay for self-service repairs to Apple hardware. 40 hours/week.

Minimum Qualifications

• Bachelor's degree or foreign equivalent in Electronic Engineering, Business Administration, or related field and 3 years of experience in the job offered or related occupation.

• 3 years of experience with each of the following skills is required:

• Interacting with both technical and business teams to understand and apply complex business requirements to configurations.

• Synthesizing facts and configuration details from multiple systems including SAP and GCRM to achieve results related to cost savings in the repair space

• Understanding and applying knowledge of relational databases, including SQL, in conjunction with development partners

• Contributing to technical problem solving related to product efficiency and presenting technical details to developers, non-developers and business partners

• Working with developers, product owners and systems analysts to craft solutions to resolve repair issues across multiple systems including Griffin, SAP and GCRM using complex configuration logic

• Contributing subject matter expertise to large-scale repair-related projects by working with project teams to set up new databases and associated parameters needed to properly configure new repair offerings

Preferred Qualifications

• N/A

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.