Customer Experience Reporting and Analytics Analyst

Posting Date

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

Key Responsibilities

• Report & Dashboard Design: Design, develop, and maintain customized, interactive Tableau dashboards that meet business objectives and track key customer metrics.
• Data Analysis & Insights: 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.
• Stakeholder Collaboration: Partner closely with business teams and cross-functional stakeholders to gather requirements and translate them into actionable operational insights.
• Presentation & Communication: Present findings clearly and effectively using Tableau, Excel, or PowerPoint to support customer experience improvement initiatives.
• Performance Optimization: Optimize report performance and query efficiency to minimize processing time and resource utilization.
• Quality Assurance & Documentation: 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.
• User Training & Support: Implement and deploy reports while providing training and ongoing support to ensure business users can access and interpret data effectively.
• Project Management & Continuous Improvement: Manage multiple projects within an agile environment. Stay updated on the latest trends and best practices in reporting and analytics to proactively propose enhancements.

Required Skills & Qualifications

• 2–3 years of experience in data analysis, reporting, or analytics-focused roles, preferably in a customer service or contact center environment.
• Bachelor's degree in Computer Science, Information Technology, Business Analytics, or a related field (preferred).
• 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.

Preferred Qualifications

• 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.

What We’ll Provide: 

More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.  

• Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out  
• Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more 
• Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.  

#LI-RH1

At DaVita, we strive to be a community first and a company second.  We want all teammates to experience DaVita as "a place where I belong."  Our goal is to embed belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and comply with state and federal affirmative action requirements. Individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.

This position will be open for a minimum of three days.

Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies and experience. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits  

Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process.  You will not be penalized for redacting or removing this information.