Job Details

Sunnyvale, California, United States Support and Service

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don't just craft 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. Join Apple, and help us leave the world better than we found it.AppleCare Digital crafts alluring digital content and experiences to help people get the most out of their Apple products. We make it easy for everyone to learn about, use, and maintain all of their Apple software and hardware.The AppleCare Digital User Research team is seeking an experienced B2B User Research Lead to drive research initiatives for B2B services and support products. In this role, you will help shape our B2B research practice and execute mixed‑methods research programs that balance statistical rigor with deep user empathy. You will collaborate closely with cross‑functional teams to inform our thinking in how best to serve our B2B customers.

Description

As a B2B User Research Lead you will drive research initiatives that deepen our understanding of B2B customers and their needs. Partnering closely with design, product, researcher peers, and other cross‑functional teams, you'll identify insight gaps, prioritize high‑impact research opportunities, and develop research studies that test ideas, evaluate prototypes, and uncover ways to improve experiences. You will oversee all aspects of project execution in‑house as well as with research vendors, which include but are not limited to research documents development (surveys, screeners, interview guides, stimuli), data analyses, report development, and insights communications. A critical part of this role is conducting high quality mixed‑method research, integrating findings from multiple data sources, and effectively engaging business teams with user insights.

Responsibilities

• Develop research roadmaps aligned with business goals and product timelines.
• Partner with designers, product managers and account leads to define research questions and translate findings into actionable insights.
• Establish B2B research methodologies and standards to ensure consistency and reliability.
• Identify and manage appropriate tools and platforms for data collection, analysis, and reporting.
• Synthesize findings across methods and studies to surface robust insights about B2B user needs, problems, and experience design.
• Design and deliver integrated research programs that combine surveys, interview‑based studies, and usability testing.
• Apply mix‑method best practices to understand user workflows, friction points, mental models, and decision‑making in complex B2B contexts.
• Partner with design and product teams to evaluate assumptions, test concepts, and iterate on solutions.
• Integrate UX analytics, UX testing, and survey to evaluate and optimize experiences.
• Lead quantitative research efforts including surveys and behavioral data analysis to inform product and experience strategies.
• Supervise survey logistics, including sampling, recruitment, and data collection quality across diverse B2B audiences.
• Conduct statistical analyses to identify patterns, trends, and opportunities that guide design and product decisions.

Minimum Qualifications

• Bachelor's with 8+ years of experience with a concentration in Market Research, Psychology, Anthropology, Statistics for Behavioral Sciences or similarly relevant field focused on user experiences and analytics
• Strong foundation in mixed‑method research, with emphasis on quantitative methods, UX/usability studies, market research, and applied statistics
• Strong understanding of UX research methods, product development cycles, and user‑centered design principles
• Past experience conducting research studies on B2B customers
• Experience conducting usability testing studies on B2B software, accounting for the complexity of multi‑user workflows, admin dashboards, and API consideration (highly preferred)
• Proven ability to translate insights into actionable recommendations that drive product, user experience, and business impact
• Proven track record of independently designing and executing quantitative research, including survey design, experimental design, statistical analysis
• Hands‑on experience in user analytics, including pulling data from enterprise systems and correlating behavioral data with research findings
• Experience working in agile, cross‑functional teams, comfortable navigating ambiguity, and proactively identifying where research can drive impact
• Highly autonomous and collaborative, with a passion for methodological innovation and customer empathy
• Fluent in using analytics tools (like R, SQL, SPSS, SAS, etc.) to analyze research and behavioral data

Preferred Qualifications

• Master's degree in a related field of study with 6+ years of applicable experience or a PhD with 3+ years of experience
• Experience with client and vendor side is preferred
• Experience conducting usability testing studies on B2B software, accounting for the complexity of multi‑user workflows, admin dashboards, and API consideration (highly preferred)

Compensation & 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 $146,800 and $221,200, 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.

Equal Opportunity

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.

Apple accepts applications to this posting on an ongoing basis.