Product Analyst: Customer Experience & Insights

State of Washington; Olympia (WA); Hybrid; USD 90,000 - 120,000; Full time

Job summary

State of Washington is seeking a thoughtful Product Analyst (Management Analyst 4) to improve the customer experience across Paid Leave and WA Cares programs. The role emphasizes translating policy and user insights into clear product direction and collaborating with product managers, designers, and other agencies.

The ideal candidate excels at customer research, data synthesis, and presenting actionable recommendations to guide strategy, prioritization, and design, while maintaining public

Qualifications

• Analytical and policy-analysis capabilities are required.
• Strong problem-solving and advisory capabilities are expected.
• Ability to collaborate with cross-agency partners is essential.
• Ability to align business needs with technology capabilities and processes.
• Equity competencies include taking action to learn and meet others’ needs.

Responsibilities

• Define and refine customer personas and journeys to drive product development and performance goals.
• Measure customer satisfaction and analyze usage to inform product direction and improvements.
• Synthesize research into actionable insights and present data-driven recommendations to stakeholders.
• Create reports and presentations to visualize product data for leadership and teams.
• Collaborate with product managers and Business Analysts to prioritize enhancements based on policy and user insights.

Skills

Analytical skills

Problem-solving

Advisory expertise

Collaboration

Coordination

Education

Bachelor’s degree in business/public administration

Job description

State of Washington is seeking a thoughtful Product Analyst (Management Analyst 4) to improve the customer experience across Paid Leave and WA Cares programs. The role emphasizes translating policy and user insights into clear product direction and collaborating with product managers, designers, and other agencies.

The ideal candidate excels at customer research, data synthesis, and presenting actionable recommendations to guide strategy, prioritization, and design, while maintaining public