Voice of the Consumer (VOC) Analyst

Join the Covered California Service Center Support Division! Are you looking to bring your skills to an organization that positively impacts the public? Have you been in search of a collaborative role where your research and ideas will be valued? This is your opportunity to join our team as the new Associate Governmental Program Analyst! Under direction of the Supervisor II, Section Chief, Program and Projects, over the Strategic Innovation & Implementation (SI&I) Branch, the Analyst II, Voice of the Consumer (VOC) Analyst, independently performs a variety of professional analytical duties regarding consumer, staff, and operational feedback analysis for the Service Center. Serves as the primary analytical lead for post-interaction surveys, feedback programs, complaint and appeals theme analysis, and cross-source insight synthesis. Performs the more complex duties related to identifying service delivery gaps and developing recommendations that improve policy, process, systems, training, and consumer experience. Duties may include access to information systems containing protected enrollee information, including federal tax information, protected health information, and personally identifying information. Application Deadline: 08/17/2026 @ 11:59 pm PST Required Documents: Application, Resume, and Statement of Qualifications (SOQ) Qualifications We’re Looking For: Experience designing and managing surveys and feedback programs Strong analytical skills with multi-source data integration Ability to produce executive-ready reports and recommendations Cross-functional collaboration and change implementation experience VOC/CX and contact center knowledge Exceptional communication and stakeholder engagement skills Minimum Qualifications for Analyst II: Employee Benefits: Covered California provides incredible benefits for our employees, including healthcare, retirement and savings, work-life services, leave benefits, and work-life balance. To learn more, visit Note: New-to-state civil service employees are typically hired at the minimum of the salary range #J-18808-Ljbffr Covered California