Description

Our ideal candidate is curious, adaptable, and creative. You’ll understand and champion our customers’ needs throughout the ideation, development, and implementation of products and service delivery features. You’ll be able to quickly shift between big, strategic thinking and the small, concrete steps needed to iterate effectively. You’ll thrive in a collaborative team environment that values keeping an open mind, being receptive to feedback, and clear and consistent communication.

The Leave and Care division (LCD) is seeking to hire a Product Analyst - Management Analyst 4 (MA4) position. As a key member of the Transformation Team, working across teams you will document internal and external customer journeys, tasks, and expectations, and create and maintain visualizations of the customer experience that reflect interactions with the division’s programs and services. This includes working collaboratively with division and agency staff, customers, and stakeholders to ensure the design, implementation, and delivery of customer focused products that yield excellence in service delivery and alignment with our mission, vision, and values.

In addition, our Product Analysts design and conduct usability studies, customer surveys, focus groups, and other research to collect and analyze data on the user experience of division products. They are responsible for communicating and championing the customer experience as critical to meeting our strategic and business goals. Your communication, critical thinking and organizational skills are needed to provide value-added service to our external and internal customers. In this role you will be designing people-centered, accessible products and services for the customers of the Leave & Care Division’s two programs: Paid Leave and WA Cares Fund. This full-time and permanent position is primarily telework but may need to attend occasional in-office meetings or events.

NOTE: This opportunity is available only to current Employment Security Department employees.

** When applying, please submit only the required documents as noted below and ensure all Personal Identifying Information (PII) such as Social Security numbers etc. are edited out of your materials for privacy. Additionally, we ask that you not include photographs or external links within your documents.

Duties

Work across teams to document customer journeys, tasks, and expectations, and to create and maintain visualizations of our customer’s interactions with our programs and services. In collaboration with division and agency staff, customers, and stakeholders, ensure the design, implementation, and delivery of customer focused products that yield excellence in service delivery and alignment with our mission, vision, and values. In addition, Product Analysts design and conduct usability studies, customer surveys, focus groups, and other research to collect and analyze data on the user experience of division products.

Additional Duties & Responsibilities

Represent the customer’s perspective in the development of product strategy, design, and feature roadmaps as directed by the Product Manager.
Define and refine customer personas and journeys to drive product development and meet or exceed customer service performance goals.
Create and maintain a visualization of the customer experience related to specific persona types that reflects their interactions with the program.
Track usage patterns, identify trends and make inferences about customers’ preferences, needs and behaviors.
Participate in sprint ceremonies with Development Teams and Transformation meetings.
Develop recommendations for enhancements and product development prioritization based on legal and policy requirements, user research findings, and business processes.
Work with stakeholders to refine and finalize product enhancements within Portfolio projects and other initiatives.
Communicate recommendations, insights and processes to division staff and leadership to ensure product requirements are aligned with the division’s values, constraints, and outcomes.
Facilitate and drive the development of a product by motivating teammates.
Conduct qualitative and quantitative user research and investigate customer behavior, elicit and document product expectations and requirements.
Analyze and synthesize research findings into actionable insights to optimize product performance and communicate data-driven recommendations to key stakeholders.
Create reports and presentations about product data findings using charts, graphs, tables or other visuals to represent the data in a way stakeholders easily understand.

For a full description of duties, please click here to request from recruiter: PDF Request

Qualifications

Required: Qualified candidates will have the following experiences and/or education.

A combination of education and/or relevant experience equivalent to seven (7) years which includes a minimum of three (3) years of experience conducting research and analyzing polices, laws, rules, or regulations or comparable combination of education and experience.

Desired Qualifications

Knowledge of division product suite, customer journeys, legal requirements, and business processes.
Experience collaborating and partnering with peers in product, design and software engineering.
Experience working in an agile development environment.
Self-motivated and can work independently; escalating blockers when needed.
Experience articulating user identity through personas, journey maps and scenarios.
Experience with business process design and mapping.
Strong communication skills - both verbally and in writing.
Ability to be responsive to evolving and changing user needs.

Additional Conditions of Employment:

Must be able to pass the Unemployment Insurance (UI) Fraud Check.

Attach your Resume and Cover Letter with yourOnline Application through the "Add Attachments" field. A resume will not substitute for the "work experience" section of the application or vice versa. Applications with blank fields, or supplemental question responses with comments such as "see attachments" may be considered incomplete.

Supplemental Information

Ouragency's mission and valuesdrive every decision that we make, determine how we interact with others, and are at the core of who we are. We value Access, Love, Belonging, Equity, and Stewardship. We understand that a work environment that respects your work/life balance is key; that's why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value, and trust, our employees are empowered to grow and develop into their best self.

Opportunity for All
We strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.

The Employment Security Department is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities.

If you are a person needing assistance in the application process, if you need this job announcement in an alternate format, or if you have general questions about this opportunity, please contact Jeanette Nelson 564-200-2475 the Talent Acquisition Team,or Washington Relay Service 711. If you are having technical difficulties creating, accessing, or completing your application, please contact careershelp@des.wa.gov or (360) 664-1960 or toll free (877) 664-1960, Washington Relay 711.

**This organization participates in E-Verify**

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