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 When you turn to us, we have a program that can help you reach your goals. It was founded in undefined, and is headquartered in Sacramento, CA, US, with a workforce of 5001-10000 employees. Its website is