Customer Insight Specialist

Summary

Posted: Dec 4, 2024

Role Number:200580251

Apple Information Security (AIS) develops services, systems, and tools that proactively mitigate security risks faced by Apple and our customers. Security is woven into the fabric of everything we do. We empower teams across the company, ensuring they innovate and create with security and privacy as a priority. AIS accomplishes this mission by leveraging data to drive security outcomes, pioneering security best practices and protocols, and enabling Apple and our partners to think about security holistically. As a result, we safeguard our business partners data and retain their trust. Part of this role is conceptualizing appropriate distribution and feedback loops. The Customer Insight Specialist is responsible for understanding and engaging the customers of Apple Information Security’s tools and services. Their duties include soliciting customer feedback in different ways, and distilling it into actionable suggestions back to the business to improve service maturity. They will stand up a formal UAT program to ensure that we are building is what customers want and need. Part of this role is hands on work with customers, part is understanding the capability of tooling and what is possible to build. This person will be a champion for the customer in internal meetings coming from a researched and informed perspective. We are looking for someone who can build relationships and formalize feedback programs to ensure that customer feedback is surfaced and acted on. This position will create these new programs from the ground up, building both customer and engineering partnerships. You'll collaborate closely with customers, technical and business leadership, and communities around Apple that use security tools and services. You’ll be a champion of the security tools catalog and take ownership of making it the best it can be. You will wholly own UAT and the documents/artifacts that distill findings and themes. This role requires intuitive, focused attention to customers, strong interpersonal skills, technology acumen, and solution-driven cross-functional communication. The Customer insight specialist will seek to deeply understand customer approaches to development and relentlessly pursue more insight into how security can help developers meet security goals quickly and completely. This role is critical in ensuring security tools consistently meet the changing demands of the technology landscape.

Description

As the Customer Insight Specialist you will: * Work closely with security personnel and consumers of security services and users of tools to understand the customer experience and where it can improve. * Collaborate with cross-functional teams to build the customer insight program. * Design and implement metrics to prove the program’s impact to Apple’s security posture. * Stay up-to-date with security service and tool catalog, industry best practices for UAT and customer feedback gathering, share this knowledge within the team, and drive continuous improvement and innovation.

Minimum Qualifications

• 5+ years experience in a customer liaison or customer research role
• Experience querying, consolidating, and analyzing data from a variety of data repositories
• Experience distilling actions from research and driving the solution(s) forward with a cross functional set of stakeholders
• Proven communication, presentation, and research skills
• Experience owning a UAT function
• Clear method of distilling customer stories into actionable feedback
• Ability to build new programs and document along the way
• Data-driven prioritization and decision making to inform strategic approach to elicit feedback
• Excellent communication, presentation and research

Preferred Qualifications

• Experience working on or directly with information security
• CISSP or similar security certifications

Pay & Benefits

• 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 $120,500 and $230,300, 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 Apple’s 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 Apple’s Employee Stock Purchase Plan. You’ll 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 take affirmative action to ensure 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.