Customer Experience Reporting and Analytics Sr Analyst

Posting Date

06/12/2026

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

General Purpose of the Job

We are seeking a driven and detail-oriented Senior Analyst to support our Customer Experience Reporting and Analytics team. In this role, you will be the primary data expert for our contact center platforms, turning operational metrics into actionable insights. This position is built for a professional who thrives in a fast-paced environment, seamlessly managing a high volume of ad hoc requests with quick turnaround times while ensuring the integrity of our call center data.

Essential Duties and Responsibilities

Ad Hoc Reporting & Fast-Paced Delivery: Manage a steady pipeline of ad hoc data requests from business leaders and operational stakeholders, delivering accurate and actionable insights under tight deadlines.

Platform: Serve as the subject matter expert for our contact center and IT Service Management platforms (e.g., NICE CXone, ServiceNow). Analyze data directly from these systems to monitor operational health.

Metrics & SLA Tracking: Monitor and analyze key performance indicators (KPIs) for the contact center (e.g., Abandon Rate, Speed to Answer, Handle Time) as well as ServiceNow metrics (e.g., ticket volume, incident resolution times, SLAs, and backlog trends) to identify process improvement opportunities.

Dashboard Development: Design, build, and maintain interactive dashboards (using Tableau, Excel, or similar tools) to provide real-time visibility into contact center performance.

Stakeholder Collaboration & Prioritization: Partner with cross-functional teams to translate business objectives into scalable technical specifications, using data-driven insights and stakeholder feedback to prioritize analytics initiatives

Project Management: Act as a project manager for analytics tasks and lead team meetings to track progress, align on goals, and ensure smooth project execution.

Data Quality Assurance: Perform data validation for data accuracy and consistency. Troubleshoot and resolve reporting or data discrepancies as they arise.

Education, Experience, and Qualifications

Experience: 3-5 years of experience in data analysis, reporting, or an analytics-focused role—preferably within a high-demand customer service or contact center environment.

Platform Knowledge: Strong familiarity with contact center operations, metrics, and platforms (e.g., NICE CXone) as well as IT Service Management tools (e.g., ServiceNow).

Technical Skills:

• Experience designing and developing visual analytics in Tableau or similar business intelligence tools.
• Knowledge of SQL for data extraction and manipulation, enabling more advanced analysis and insights.
• Advanced skills in Microsoft Excel.
• AI & Innovation: Leverage artificial intelligence to streamline reporting workflows, enhance data analysis, and uncover predictive insights.

Analytical Mindset: Excellent problem-solving skills with the ability to draw meaningful conclusions from potentially incomplete datasets.

Execution & Communication: Highly organized and detail-oriented professional capable of juggling multiple priorities autonomously while delivering professional presentations of technical findings to non-technical audiences.

Education: Bachelor’s degree in Business Analytics, Information Systems, Computer Science, or a related field (preferred).

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 St