Public Programs Product Analyst - Customer Experience

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

Benefits offered by this job

Flexible work schedule

Teleworking opportunities

Job summary

The State of Washington Employment Security Department seeks a thoughtful Product Analyst (Management Analyst 4) to translate complex policy and user insights into clear product direction. You will collaborate with product managers, UX designers, and agency partners to ensure intuitive, efficient public-facing services across Paid Leave and WA Cares programs.

We value user-centered thinking, strong analytical rigor, and the ability to navigate ambiguity while balancing program goals with

Qualifications

• Define and refine customer personas and journeys to drive product development and meet performance goals.
• Measure customer satisfaction and observe usage patterns to improve products.
• Synthesize research findings into actionable insights for stakeholders and product strategy.

Responsibilities

• Define and refine customer personas and journeys to drive product development and meet or exceed customer service performance goals.
• Measure customer satisfaction and observe how customers use products; analyze behaviors and trends.
• Analyze and synthesize research findings into actionable insights to optimize product performance and communicate data-driven recommendations.

Skills

Customer research

Data synthesis

Product strategy

Cross-functional collaboration

Policy analysis

Education

Bachelor’s degree

Associate degree

Job description

The State of Washington Employment Security Department seeks a thoughtful Product Analyst (Management Analyst 4) to translate complex policy and user insights into clear product direction. You will collaborate with product managers, UX designers, and agency partners to ensure intuitive, efficient public-facing services across Paid Leave and WA Cares programs.

We value user-centered thinking, strong analytical rigor, and the ability to navigate ambiguity while balancing program goals with