ANALYST II

The Employment Development Department is a significant state department in California dedicated to connecting job seekers and employers. They are looking for a Customer and Employee Experience Analyst II to enhance customer service strategies and improve service delivery through data analysis and collaboration with various teams.

Responsibilities

• Shape and elevate the customer service strategies that support both internal and external UI Branch customers
• Develop customer-focused approaches that respond to the needs of a fast-paced, dynamic environment
• Create, manage, and continuously optimize an exceptional customer experience across the entire unemployment benefits program life cycle
• Develop metrics and key performance indicators to assess service effectiveness, identify opportunities for improvement, and drive informed decision-making
• Deliver accurate, time-sensitive information to stakeholders throughout the UI Branch
• Ensure alignment across teams and consistency in how customer needs are addressed

Skills

• Strong communication skills are essential
• Ability to develop customer-focused approaches
• Experience in creating, managing, and optimizing customer experience
• Ability to use qualitative and quantitative data to develop metrics and key performance indicators
• Ability to assess service effectiveness and identify opportunities for improvement
• Ability to drive informed decision-making
• Collaboration skills to ensure alignment across teams
• Commitment to a customer-centric service model

Company Overview