Customer Experience Reporting and Analytics Sr Analyst

Posting Date

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 StarLearning.

#LI-KM4

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.

Beware of Recruitment Fraud

DaVita will never ask for payment or personal financial information at any point in the hiring process, nor will we ever communicate with you using email addresses outside of the DaVita secure network. If you receive a request like this, it is not legitimate. Do not share your information.