Customer Experience Reporting and Analytics Sr Analyst

DAVITA • Malvern, PA

22h • $78,000 - $119,000 • Onsite

About The Position

We are seeking a driven and detail-oriented Senior Analyst to support our Customer Experience Reporting and Analytics team. In this role, you will be the primary data expert for our contact center platforms, turning operational metrics into actionable insights. This position is built for a professional who thrives in a fast-paced environment, seamlessly managing a high volume of ad hoc requests with quick turnaround times while ensuring the integrity of our call center data.

Requirements

• 3-5 years of experience in data analysis, reporting, or an analytics-focused role—preferably within a high-demand customer service or contact center environment.
• Strong familiarity with contact center operations, metrics, and platforms (e.g., NICE CXone) as well as IT Service Management tools (e.g., ServiceNow).
• Experience designing and developing visual analytics in Tableau or similar business intelligence tools.
• Knowledge of SQL for data extraction and manipulation, enabling more advanced analysis and insights.
• Advanced skills in Microsoft Excel.
• Leverage artificial intelligence to streamline reporting workflows, enhance data analysis, and uncover predictive insights.
• Excellent problem-solving skills with the ability to draw meaningful conclusions from potentially incomplete datasets.
• Highly organized and detail-oriented professional capable of juggling multiple priorities autonomously while delivering professional presentations of technical findings to non-technical audiences.

Nice To Haves

• Bachelor’s degree in Business Analytics, Information Systems, Computer Science, or a related field (preferred).

Responsibilities

• Manage a steady pipeline of ad hoc data requests from business leaders and operational stakeholders, delivering accurate and actionable insights under tight deadlines.
• Serve as the subject matter expert for our contact center and IT Service Management platforms (e.g., NICE CXone, ServiceNow). Analyze data directly from these systems to monitor operational health.
• Monitor and analyze key performance indicators (KPIs) for the contact center (e.g., Abandon Rate, Speed to Answer, Handle Time) as well as ServiceNow metrics (e.g., ticket volume, incident resolution times, SLAs, and backlog trends) to identify process improvement opportunities.
• Design, build, and maintain interactive dashboards (using Tableau, Excel, or similar tools) to provide real-time visibility into contact center performance.
• Partner with cross-functional teams to translate business objectives into scalable technical specifications, using data-driven insights and stakeholder feedback to prioritize analytics initiatives.
• Act as a project manager for analytics tasks and lead team meetings to track progress, align on goals, and ensure smooth project execution.
• Perform data validation for data accuracy and consistency. Troubleshoot and resolve reporting or data discrepancies as they arise.

Benefits

• Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Family resources, EAP counseling sessions, Headspace®, backup child and elder care, maternity/paternity leave
• Professional development programs
• On-demand virtual leadership and development courses through DaVita’s online training platform StarLearning

What This Job Offers

• Job Type: Full-time
• Career Level: Senior