Director, Customer Insights (Cupertino)

Imagine what you could do here! The people here at Apple dont just create products they build the kind of wonder thats revolutionized entire industries. Its 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 champion a culture where everyone belongs and is inspired to do their best work.The worldwide Apple Retail Engagement, Marketing & Merchandising (REMM) team defines, makes and delivers programs, campaigns, initiatives and experiences that help Apple Retails customers and teams discover, be inspired by, learn about and go further with Apples products and services, and does so in a manner that is true to our values.At Apple, we put the customer at the center of everything we do. Customer experience is the measure of our success, and its the standard we strive to redefine every day. The Apple Retail Customer Insights team is the conscience of that experiencethe voice that ensures we are not just meeting expectations, but exceeding them in magnificent ways.

Description

In this role, you will be the definitive authority on the Apple Retail customer, providing the insights that guide strategic decisions across the organization. You will:Guide the team responsible for our global customer listening program. This program captures feedback at scale across all retail touchpoints. You will ensure the integrity and strategic impact of our NPS program, evolving it to remain the gold standard for measuring customer dedication.Direct our custom research group to go beyond the what and uncover the why. You will guide them in deploying a full toolkit of methodologies to answer our most challenging business questions and explore future opportunities. This work advises everything from service model innovations to store design and new market entry.Spearhead the integration of artificial intelligence into our insights practice. This includes exploring AI for more nuanced analysis of unstructured feedback, identifying predictive trends in customer sentiment, and automating processes to deliver insights faster and more efficiently. You will define the roadmap for a next-generation insights function.Act as a key strategic partner to the senior leadership of Apple Retail and other cross-functional organizations. Your teams work will directly influence product launches, employee training, digital experiences, and the long-term vision for our retail presence. Your leadership will ensure the customer's voice is not just heard, but is the driving force behind our continuous evolution.

Responsibilities

• We are looking for a Director to lead this critical function. You will be responsible for understanding the end-to-end customer journey across our physical and digital retail ecosystem. This role is for a leader who can see beyond the data to the human stories they represent and can translate those stories into actionable strategies that shape the future of Apple Retail.
• You will be the catalyst for the team's next evolution. You will be charged with keeping Apple Retail at the leading edge of market research by continuously exploring, evaluating, and using emerging technologies. Your vision will go beyond simply adopting new tools; you will fundamentally reshape our research methodologies and innovate our work product, using AI and automation to deliver insights at a scale, speed, and level of proactivity that helps Apple Retail grow and serve customers in entirely new ways.
• You will guide two teams: one dedicated to our world-class Net Promoter Score (NPS) program, and the other focused on custom research to answer our most complex questions.

Minimum Qualifications

• 15+ years of experience in customer insights, market research, or a related field, with at least 8+ years in a people leadership role.
• Experience leading and encouraging high-performing insights, research, or analytics teams in a fast-paced, global environment.
• Strong strategic and business acumen, with the ability to connect customer insights directly to business outcomes and KPIs.
• Exceptional ability to synthesize complex data and qualitative findings into simple, powerful narratives that inspire action at both executive and field levels.
• Deep expertise in customer experience measurement, with a strong command of Net Promoter Score (NPS) methodologies and their strategic application to drive business improvement.
• Extensive background in a wide range of quantitative and qualitative research methodologies (e.g., segmentation, ethnography, focus groups, in-context observation, discrete choice).
• A strategic and forward-thinking mindset, with a clear, articulated vision for the future of customer insights and how to innovate a team's work and its deliverables.

Preferred Qualifications

• Masters degree or PhD in a relevant field (e.g., Market Research, Psychology, Sociology, Anthropology, Business, Statistics) is highly preferred.
• A proven track record of leveraging emerging technologies (e.g., AI/ML, NLP, automation) to transform a research or insights function, measurably scaling its capabilities, speed, and impact.
• An innate and relentless curiosity about people, technology, and culture, with a keen eye for emerging trends.
• Outstanding cross-functional collaboration skills, with a track record of building strong partnerships with leaders in Retail, Marketing, Operations, and Product.

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $263,100 and $420,400, and your base pay will depend on your skills, qualifications, experience, and location.

Apple employees also have the opportunity to become an Apple shareholder through participation in Apples discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apples Employee Stock Purchase Plan. Youll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.

Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.

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 .

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