Customer Experience Reporting and Analytics Analyst
About The Position
We are seeking a Customer Experience Reporting and Analytics Analyst to turn customer and operational data into actionable insights. In this role, you will be responsible for managing and optimizing reporting capabilities at DaVita, designing and implementing reports that provide valuable insights into key performance indicators (KPIs) and operational metrics. This position is ideal for a data-savvy professional with strong Tableau, SQL, and Python skills who enjoys building dashboards, automating reports, and delivering clear, impactful analytics. If you are passionate about turning complex data sets into visual insights and helping our teams measure operational success, this is the role for you! Candidates will work in EST hours Candidates near Malvern, PA- Onsite presence 1x month at our CBO in Malvern, PA is required
Requirements
- 2–3 years of experience in data analysis, reporting, or analytics-focused roles, preferably in a customer service or contact center environment.
- Advanced SQL skills for data extraction, querying, and manipulation.
- Strong proficiency in Tableau dashboard development and data visualization.
- Strong experience with Python and Microsoft Excel.
- Excellent analytical, problem-solving, and critical-thinking abilities with the capacity to interpret complex data sets.
- Strong written, verbal, and interpersonal communication skills, with a proven ability to collaborate effectively across teams.
- Highly detail-oriented with a strong commitment to delivering high-quality reporting that meets stakeholders' needs.
Nice To Haves
- Experience with contact center operations and metrics (e.g., average handle time, first call resolution).
- Proficiency in using NICE CXone or other contact center analytics platforms.
- Experience working with ServiceNow™ ITSM data and/or Salesforce.
- Familiarity with applying statistical or mathematical concepts in data analysis.
Responsibilities
- Design, develop, and maintain customized, interactive Tableau dashboards that meet business objectives and track key customer metrics.
- Write complex SQL queries to extract, join, and aggregate data from multiple sources. Perform ad-hoc and exploratory analysis of customer, ticketing, and contact center data to identify trends, patterns, and opportunities.
- Partner closely with business teams and cross-functional stakeholders to gather requirements and translate them into actionable operational insights.
- Present findings clearly and effectively using Tableau, Excel, or PowerPoint to support customer experience improvement initiatives.
- Optimize report performance and query efficiency to minimize processing time and resource utilization.
- Perform rigorous QA checks on reports to ensure accuracy, consistency, and compliance with department standards. Document report specifications, designs, and deployment processes for audits and future reference.
- Implement and deploy reports while providing training and ongoing support to ensure business users can access and interpret data effectively.
- Manage multiple projects within an agile environment. Stay updated on the latest trends and best practices in reporting and analytics to proactively propose enhancements.
Benefits
- Medical, dental, vision, 401(k) match, paid time off, PTO cash out
- Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more
- Professional development programs
- on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
