Customer Experience Reporting and Analytics Sr Analyst
$78,000–$119,000 year
Remote · Malvern, Pennsylvania, United States or Colorado, United States
Job Summary
Senior Customer Experience Reporting and Analytics Analyst responsible for delivering ad hoc data insights and building dashboards to monitor contact center performance. Serves as SME for contact center platforms (NICE CXone, ServiceNow), analyzes operational metrics (Abandon Rate, Speed to Answer, Handle Time), and translates business objectives into technical specifications. Designs and maintains real-time dashboards in Tableau/Excel, partners with cross-functional teams to prioritize analytics initiatives, and leads analytics projects with strong data quality assurance and stakeholder communication.
Required Qualifications
- 3-5 years of experience in data analysis, reporting, or analytics-focused role
- Bachelor’s degree in Business Analytics, Information Systems, Computer Science, or related field (preferred)
- Strong familiarity with contact center operations and platforms (NICE CXone, ServiceNow)
- Experience designing and developing visual analytics in Tableau or similar BI tools
- Knowledge of SQL for data extraction and manipulation
- Advanced skills in Microsoft Excel
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