Customer Experience Reporting and Analytics Analyst

DaVita Kidney Care

Customer Experience Reporting and Analytics Analyst at DaVita turning operational data into actionable insights. Building reports and dashboards to measure success in customer experience initiatives.

Posted 7/24/2026full-timeMalvern • Pennsylvania • 🇺🇸 United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Data Analysis and Reporting, with strong capabilities in SQL, Tableau, and Python to deliver actionable insights and optimize performance. Proven ability to collaborate with stakeholders and provide training to enhance data accessibility and interpretation.

Highest-signal resume keywords

Advanced SQL SkillsTableau Dashboard DevelopmentPython ProficiencyData Analysis & InsightsStakeholder Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisSQLTableauPythonData VisualizationReport DesignPerformance OptimizationQuality AssuranceStatistical AnalysisData Extraction

Soft Skills

Analytical SkillsProblem-SolvingCommunication SkillsDetail-OrientedInterpersonal Skills

Tools & Technologies

Microsoft ExcelNICE CXoneServiceNowSalesforce

Industry Keywords

Customer ServiceContact CenterAgile EnvironmentOperational InsightsCustomer Metrics

Tech Stack

Tools & technologies

ITSMPythonServiceNowSQLTableau

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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

Comp & perks

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.