JOB
ESD’s Product Analyst will be skilled in connecting empathetically with people from different backgrounds and communities, have a passion for public service, a knack for data-driven decision making, and a strong desire to help customers receive the benefits of ESD’s services and programs. The ideal candidate will have excellent communication and marketing skills, a background in web technology, and a passion for helping people. This position is a part of the Product, Planning, and Performance division of the agency. In this role, you will use analysis to understand customer needs, customer behavior, and will use customer feedback to identify and recommend changes to the agency’s web products while you balance value, usability, feasibility, and business sustainability for both our web customers and our internal teams. You will collaborate closely with our agency communications team, product management, business leadership, and executive stakeholders while you serve as an advocate for customer experience. As a member of the Product, Planning, and Performance Division, you will also help guide and contribute to strategic, customer-focused, accessible, and equitable delivery of ESD’s services to customers who need jobs or who are claimants for our other programs like unemployment insurance, paid family and medical leave, and long-term services and support. Apply today - It begins with you! * This is a project position with an anticipated end date of February 28th, 2026. *
EXAMPLE OF DUTIES
As an analyst, you will use common web tools like customer feedback surveys, usability studies, Google Analytics, search results, and search engine outcomes to make recommendations on product development for new features and new content that serve our customers. You will also coordinate initiatives to connect with customers to collect and use their input. As a customer advocate, you’ll prepare presentations that supply customer insights to help your team-mates learn about customer challenges as they engage our services, and you will advocate for ways to improve outcomes for them. You’ll also work closely with product management to create work in the product backlog that specifies ways to incrementally improve our web properties and you will help track and prioritize this work inside Azure DevOps. If you have a passion for public service and a desire to make a meaningful difference, we encourage you to apply and join our team in creating a positive and lasting impact on the lives of Washingtonians!Some of your duties may include: Serve as Subject Matter Expert: Work closely with teams to map and refine complex customer experiences, ensuring products do not further marginalize customers from marginalized communities.Define and Refine Customer Personas: Collaborate with Product Managers to drive product development and improve customer experience.Create and Maintain Customer Journey Maps: Develop personas and process documents to provide insights to executive management and division leadership.Provide Recommendations: Offer solutions to highly complex problems based on user research findings and business process maps.Research Customer’s Journey: Document and describe customer experiences, conducting complex research using industry standard methods.Gather and Document User Expectations: Act as the subject matter expert for the user experience, answering complex implementation questions.Ensure Equitable Outcomes: Analyze the customer experience of marginalized communities to inform product development.Minimize Customer Experience Gaps: Work with other Product Analysts to provide a seamless customer experience across products. To request a detailed position description, click here.
SUPPLEMENTAL INFORMATION
Our agency's mission and values drive 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 AllWe 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 thomas.digiorgio@esd.wa.gov or the Talent Acquisition Team.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 recruitment may be used to fill additional agency-wide positions in accordance with Article 4 of the WFSE Collective Bargaining Agreement.Candidates who are offered a job with ESD must possess work authorization which does not require sponsorship by the employer for a visa now or in the future.**This Organization Participates in E-Verify**