Customer Experience Reporting and Analytics Analyst

Summary

DaVita Kidney Care is seeking a Customer Experience Reporting and Analytics Analyst to turn customer and operational data into actionable insights. The role manages and optimizes reporting capabilities, develops Tableau dashboards, analyzes data using SQL and Python, and delivers insights that support customer experience and operational improvement.

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

Skills

• * 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
• * Bachelor's degree in Computer Science, Information Technology, Business Analytics, or a related field (preferred)
• * 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

Qualifications

Must Haves

• * 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

• * Bachelor's degree in Computer Science, Information Technology, Business Analytics, or a related field (preferred)
• * 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

Benefits

• Hybrid work arrangement; candidates near Malvern, PA are required to be onsite once per month at the CBO in Malvern, PA.
• Benefits eligibility begins on the first day of the month following or coinciding with one month of continuous employment.
• Medical, dental, and vision benefits.
• 401(k) match.
• Paid time off.
• PTO cash out.
• Family resources.
• EAP counseling sessions.
• Access to Headspace®.
• Backup child and elder care.
• Maternity/paternity leave.
• Professional development programs to help strong performers grow within their career.
• On-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.