Customer Experience Reporting and Analytics Analyst

2476 Swedesford Rd, STE 150, Malvern, Pennsylvania, 19355-1456, United States of America

About the role

We are seeking a data-savvy professional with strong Tableau, SQL, and Python skills who enjoys building dashboards, automating reports, and delivering clear, impactful analytics. In this role, you will turn customer and operational data into actionable insights by designing and implementing reports that provide valuable insights into key performance indicators (KPIs) and operational metrics.

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.

Requirements

• 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.

Benefits

• 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.
• Professional development programs: Access to on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.
• Community and belonging: Programs designed to foster a sense of community and belonging within the workplace.