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Apple EMEIA Regional Voice Customer Lead United Kingdom, England, London 368778896
09.07.2025
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You are an amazing Communicator who will be responsible for Investigating, Understanding, and Synthesizing Regionally Nuanced customer feedback data and then sharing findings with WW Teams who are functional owners of impacted areas to ensure plans are in place to drive improvement. This role will be responsible for including but not limited to :• Identify and prioritize improvement opportunities. Identify and prioritize key customer experience improvement opportunities across EMEIA by utilizing customer feedback data and through partnership with Insights, Analytics, Customer Care, and other partner teams.• Understand e-commerce trends and the associated customer experience in EMEIA. Be able to articulate customer expectations, services that are offered in the market, as well as how they are executed (buy flow, communications, payment options, delivery methods, etc).• Enhance clarity of communication of our transactional and delivery messaging while preserving Apple’s brand and tone of voice. • Liaise with Product Management and Operations teams to be a local customer and market expectations expert as we plan for, and roll out new site features and projects in EMEIA.• Present customer engagement insights to senior executives visiting the region. Be the voice of the customer for EMEIA, and be able to clearly and effectively communicate the nuances that matter to the customer experience in EMEIA.• Connect with the total Apple business to ensure adequate coverage of areas where VOC issues are likely to emerge. Understand in depth the key VOC issues in EMEIA, but also develop broad insight into VOC issues across WW.• Work closely with Contact Center and Operations teams to prioritize and address issues at a non-Capital level.• Join the dots. From the unique perspective and vantage point of WW VOC, spot the fixes that net the biggest customer gains. See the bigger picture. Be able to assimilate large volumes of internal and external data as well as customer inputs, and identify connections and relationships between disparate sources.
- Extensive experience in a customer-focused role in e-commerce
- Deep curiosity with the drive to “follow the data” to uncover the root of an issue wherever the path may lead you.
- Strong quantitative and problem solving skills with the ability to synthesize and distill large amounts of inputs into clear narratives.
- Ability to collaborate cross-functionally and globally to leverage knowledge to gain holistic understanding of complex situations and create strategic consensus.
- Exceptional ability to problem solve, develop creative solutions, and demonstrate resourcefulness, while maintaining extreme attention to detail.
- Great written and oral communication skills, and outstanding presentation skills. Can effectively mix narrative and data, using pixel-perfect slides, to influence senior executives and make them see things differently.
- Effective planning skills with the ability to handle multiple projects or tasks at the same time, while being open to and responding flexibly to change.
- Ability to function largely autonomously, setting your own daily priorities and goals while effectively communicating back to leadership exactly why these are the correct focus areas.
- Strong empathy for the customer experience
- Makes space to listen, learn, and amplify diverse perspectives and experiences
- Actively seeks out opportunities to champion and celebrate inclusion and diversity
- Fluent proficiency for one or more additional non-English EMEIA market language
- BS/BA degree, MS/MA/MBA
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