Senior Data Reporting Analyst

Kaiser Permanente is seeking a Senior Data Reporting Analyst to lead advanced reporting and analytics on the NICE CXone platform. In this role, you will design and maintain scalable dashboards and reports that illuminate contact center performance and customer experience. You will collaborate with cross-functional stakeholders to define KPIs, translate business needs into technical requirements, and develop optimized SQL-based data models. Leveraging your NICE CXone expertise, you'll ensure data quality, automate recurring reporting, and deliver actionable insights that drive operational decisions. You will also document standards and coach users on self-service analytics in a hybrid work environment.

Responsibilities

• Design, build, and maintain NICE CXone reports and dashboards to support customer experience analytics
• Gather and translate stakeholder requirements into scalable reporting solutions
• Develop and optimize SQL queries and data models for performance and accuracy
• Monitor data integrity, perform root-cause analysis, and resolve data quality issues
• Automate recurring reports and workflows using NICE CXone and related tools
• Partner with IT, operations, and customer support teams to align metrics and KPIs
• Provide ad hoc analyses and insights to guide business decisions
• Document reporting standards, data definitions, and best practices
• Train business users on self-service reporting capabilities
• Continuously evaluate and improve reporting processes and tool usage

Required Skills

• NICE CXone reporting and analytics configuration
• Advanced SQL (joins, CTEs, performance tuning)
• Data modeling and KPI design for call centers
• Dashboard and report development (BI tools)
• Data quality assessment and troubleshooting
• Requirements gathering and stakeholder communication
• ETL concepts and working with large datasets
• Healthcare or contact center operations analytics
• Documentation of data definitions and standards
• Training and support for self-service reporting users