ANALYST III

Digital Experience Senior Analyst

Covered California is seeking a Digital Experience Senior Analyst to join our new Digital Eligibility & Enrollment team. The role focuses on improving our online eligibility and enrollment self‑service experience and shaping how millions of Californians access quality health coverage.

Main responsibilities
:

• Analyze user journeys, identify opportunities to improve digital processes, and translate consumer feedback into actionable recommendations.
• Review eligibility and enrollment processes, work with cross‑functional teams, and support improvements that make our online portal easier to use and more accessible.
• Translate business goals and customer needs into clear digital experience strategies and actionable requirements.
• Use KPIs, customer insights, and user feedback to identify problems, define success metrics, and support continuous improvement.
• Collaborate with policy, operations, customer service, UX/UI, technical teams, and leadership to improve digital services and workflows.
• Gather, refine, and document program or product requirements for digital features or consumer‑facing improvements.

Required qualifications
:

• Strong experience analyzing user journeys and improving digital processes.
• Demonstrated ability to translate consumer feedback into actionable recommendations.
• Experience collaborating with cross‑functional teams to deliver self‑service digital solutions.
• Excellent verbal and written communication skills.
• Knowledge of human‑centered design and iterative improvement methods.
• Minimum of a bachelor’s degree in a related field and appropriate experience.

Desirable qualifications
:

• Experience translating business goals and customer needs into clear digital experience strategies.
• Experience using KPIs and user feedback to define success metrics and drive continuous improvement.
• Experience working with policy, operations, and UX/UI teams to improve digital services.
• Strong verbal and written communication skills.
• Knowledge of human‑centered design and prioritization across cross‑functional teams.

Working Conditions
:
This position may be eligible for telework. In accordance with Government Code section 14200, only employees who reside in California are eligible for telework. In‑person attendance may be required based on operational needs.

Salary
: $6,623.00 – $8,290.00 per month. New‑to‑state candidates will be hired into the minimum salary of the classification or the minimum of the alternate range when applicable.

Location
: 1601 Exposition Blvd., Sacramento, CA 95815. Hybrid telework is available.

How to Apply
:
Submit a completed application package, including the State Examination/Employment Application STD 678 (if not applying electronically) and a resume, through your Cal Career Account at  Hard copies can be mailed or dropped off at Covered California ECSU, 1601 Exposition Blvd., Sacramento, CA 95815 (08:00 AM–05:00 PM).

Required Documents
:

• State Examination/Employment Application STD Form 678 (or electronic equivalent).
• Resume.
• Statement of Qualifications (SOQ) addressing the prompts listed in the SOQ instructions.

Who May Apply
:
Individuals currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list or LEAP eligibility, or are in the process of obtaining list eligibility.

Pre‑Employment Background Check
:
All applicants are subject to a background investigation including a pre‑employment questionnaire, fingerprinting, and a DOJ/FBI inquiry.

Equal Opportunity Employer
:
The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability, gender, sexual orientation, religious creed, and many other protected statuses.

For questions regarding reasonable accommodations or equal employment opportunity, contact the EEO Office at (916) 228‑8930 or