APAC Retail Executive Relations Analytics & Insights

Imagine what you could do here! The people here at Apple don’t just create 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. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work.

Here on the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things.

At Apple, we believe that by focusing on even the smallest of details, we can make a significant impact on the customer experience. The Retail Executive Relations Team connects individually with customers and responds to critical customer issues from Apple’s Executive Team, Public Relations, Apple Legal, Governmental boards, Investor Relations, and other stakeholders. In this role, you will be responsible for regional data analysis, handling ad-hoc requests, and identifying emerging trends across the APAC, while partnering closely with Worldwide teams to connect and correlate trends across global regions.

You will also serve as an AI champion, leveraging modern AI tools and automation to streamline workflows, drive team efficiency, and help the broader team embrace innovative technologies.

The Retail ER Analytics & Insights role drives end-to-end data analysis, business intelligence reporting, and trend detection across the APAC region, while collaborating with WW partners to connect trends globally. You will integrate modern analytical methodologies and AI-powered solutions to synthesize complex escalation data into clear, strategic narratives for leadership. Collaborating closely with regional and global ER teams, you will champion data-driven decisions and operational efficiency that elevate the overall retail customer experience.

• Design, develop, and maintain advanced Tableau dashboards and automated reporting suites to monitor key escalation metrics, performance indicators, and emerging regional trends.
• Leverage AI tools, workflow automation, and text analytics to process unstructured customer feedback and escalation insights, accelerating root-cause discovery and team efficiency.
• Partner with ER leadership and cross-functional stakeholders to translate ER data insights into actionable operational improvements and risk mitigation strategies.
• Manage ad-hoc data inquiries and project deliverables, conducting deep-dive analyses to forecast potential risks and measure the impact of business solutions.

• 3+ years of professional experience in data analytics, business intelligence, or operational reporting.
• Highly proficient in data analytics, summary statistics, and principles of descriptive analysis to evaluate trends and performance.
• Proven proficiency in data visualization and dashboard development, with hands-on expertise in Tableau.
• Practical experience utilizing modern AI tools and workflow automation to enhance productivity and streamline data analysis.
• Strong written and verbal communication skills in both English and Mandarin, with a proven ability to synthesize analytical findings into concise takeaways for diverse stakeholders.
• Flexibility to adapt work schedule, hours, and task priorities as dictated by business needs, including urgent escalations and peak operational periods.
• Proven experience collaborating with WW or multi-regional teams to connect trends, align reporting standards, and synthesize cross-geography insights.
• Experience leveraging LLM-based text analytics, NLP, or sentiment analysis to extract insights from unstructured customer feedback and escalation cases.
• Experience with scripting languages (such as Python) to automate data workflows and enhance analytical capabilities.
• Demonstrated ability to independently manage ambiguous project scopes, eliminate roadblocks, and deliver high-impact insights within fast-paced global environments.