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