Customer Experience Analyst, Reporting and Analytics

DaVita Kidney Care

. Design, develop, and maintain customized, interactive Tableau dashboards tracking key customer metrics .

Posted 9/17/2026full-timeMalvern • Pennsylvania • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in data analysis and reporting, with strong capabilities in SQL, Tableau, and data visualization. Proven ability to collaborate with cross-functional teams to deliver actionable insights and optimize reporting processes.

Highest-signal resume keywords

Advanced SQL SkillsTableau Dashboard DevelopmentData Analysis and ReportingPython ProficiencyContact Center Operations Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLTableauData VisualizationData AnalysisPythonExcelStatistical AnalysisData ExtractionQuery OptimizationReport Documentation

Soft Skills

Analytical SkillsProblem-SolvingCritical ThinkingCommunication SkillsDetail-Oriented

Tools & Technologies

NICE CXoneServiceNow ITSMSalesforcePowerPoint

Industry Keywords

Customer ServiceContact CenterKey Customer MetricsAgile EnvironmentOperational Insights

Tech Stack

Tools & technologies

ITSMPythonServiceNowSQLTableau

About the role

Key responsibilities & impact

Design, develop, and maintain customized, interactive Tableau dashboards tracking 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
Identify trends, patterns, and opportunities
Partner with business teams and cross-functional stakeholders to gather requirements and translate them into operational insights
Present findings using Tableau, Excel, or PowerPoint to support customer experience improvement initiatives
Optimize report performance and query efficiency
Perform QA checks on reports for accuracy, consistency, and compliance with department standards
Document report specifications, designs, and deployment processes
Implement and deploy reports
Provide training and ongoing support to business users
Manage multiple projects within an agile environment
Stay current on reporting and analytics trends and 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
Experience with contact center operations and metrics (e.g., average handle time, first call resolution) preferred
Proficiency in NICE CXone or other contact center analytics platforms preferred
Experience working with ServiceNow™ ITSM data and/or Salesforce preferred
Familiarity with applying statistical or mathematical concepts in data analysis preferred
Candidates will work in EST hours
Candidates near Malvern, PA must have onsite presence once per month at the CBO in Malvern, PA

Benefits

Comp & perks

Comprehensive benefits: Medical, dental, vision, 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
On-demand virtual leadership and development courses through DaVita’s StarLearning online training platform
Competitive total rewards package
Healthcare coverage