The Customer Satisfaction Data Reporting Analyst position involves analyzing customer satisfaction data and developing reports to identify opportunities to improve IT services for the Department of Veterans Affairs. Key responsibilities include designing weekly executive reports, conducting data analysis and visualization, communicating findings, and supporting various reporting initiatives. The ideal candidate has 7-10 years of related experience, strong analytical and communication skills, and proficiency with tools like Excel, SAS, and survey methodology.

1. Position Title: Customer Satisfaction Data Reporting Analyst
DekaTron Corporation is an IT Engineering Company with offices nationwide. It provides a
wide range of IT support services to the U.S. Department of Defense, intelligence agencies, state
and local governments, and is a Certified Service-Disabled Veteran-Owned Small Business
(SDVOSB).
We currently have an opening for a Customer Satisfaction Data Reporting Analyst to support our
customer—the Department of Veterans Affairs, located in Washington, DC.
Position Description:
The Customer Satisfaction Data Reporting Analyst will be accountable for arming the business
with data-driven insights through analytics to identify IT service improvement opportunities that
drive decision making. In doing so, you will strengthen the culture of analytics within OIT,
enrich the VA’s executive level decision making processes and support IT Performance
Analytics and Survey Program initiatives within the Department.
The analyst will:
be expected to quickly learn the business goals of the organization;
utilize tools such as Excel and SAS or SPSS to better understand our ever-increasing set
of customer satisfaction data;
field business-specific questions from clients about how the data can inform our
executive leadership’s decision making;
develop their own conclusions from sound statistical analysis; and
be able to effectively communicate their findings to executive leadership, clients, and
stakeholders through various communication channels.
The analyst will also design, develop, and produce weekly (and ad-hoc) reports that provide
actionable workforce insights to VA executive leadership related to the delivery of IT services
within the Department. The analyst will have a background in the successful application of
statistical methodology and applied statistics and be able to communicate these complex findings
to a wide range of audiences.
Responsibilities:
Interpret and summarize critical indicators in an actionable and understandable and visually
appealing way
Ensure survey and customer service improvement projects’ related work is on schedule,
within scope, meets customer requirements
Support survey related activities within the department
Translate research findings into white papers and actionable solutions

2. Plan, design, and develop highly intuitive weekly executive level reports that provide insights
into the nature of customer attitudes, end-user behavior, and potential improvements to IT
services and systems in order to increase customer satisfaction
Understand clients’ information needs, program objectives and Department infrastructure to
plan data analysis and reporting strategies
Communicate directly with clients and/or stakeholders to clarify requirements or present
research findings
Develop statistical output reports, graphs, tables, and figures to support enterprise-wide IT
service improvement reporting initiatives
Support additional program writing activities as necessary (to include quarterly and annual
survey reports, semi-annual Customer Satisfaction Improvement initiative reports, semiannual facility-level data reporting, etc.)
Design and develop ad-hoc customer satisfaction and service improvement reports based on
customer satisfaction and customer relationship management data
Correspond and collaborate with a network of external researchers and consultants
Collaborate with marketing staff to ensure a high level of communications and effective
working relationships between existing and potential stakeholders to guarantee our work
meets their requirements
Provide updates to internal and external clients and stakeholders on the status of projects
Seek open exchange of views on difficult issues
Seek and utilize feedback proactively
Communicate effectively and professionally with clients and colleagues
Perform data manipulation and statistical analysis with SAS, SPSS, or R software, as
required
Skills Required:
Excellent oral and written communication skills
Excellent analytical ability to summarize/aggregate and analyze data
Ability to maintain and extract information from datasets
Background working with raw data and utilizing various tools, datasets, and spreadsheets to
develop high impact reports and analysis
Experience utilizing analytical and statistical techniques such as descriptive statistics and
cross-tabs
Advanced skills with Microsoft Excel (including array formulas, complex formulas, pivot
tables) Word, SharePoint, and PowerPoint
Ability to understand business issues and intuitively communicate analytical solutions
Ability to effectively communicate technical information to all levels of personnel both
verbally and in writing
Strong customer service experience and focus
Extremely organized and detail oriented
Experience determining and documenting customer requirements
Ability to manage timelines and meet tight deadlines
Ability to effectively interact and collaborate with individuals at all levels including staff,
executives, and stakeholders

3. Ability to work collaboratively with other offices and staff to resolve complex issues with
innovative solutions
Ability to work independently
Strong problem-solving and analytical skills
Skills Desired:
Experience constructing and conducting surveys to include an understanding of survey
execution needs and requirements
Quantitative and qualitative data analysis using SAS, SPSS, or R
Demonstrated project management skills and the ability to successfully initiate, plan,
execute, monitor, control, and close end-to end projects
Proficient in Microsoft Project and Visio
Proficient in Adobe Creative Suite (InDesign, Photoshop, Flash, and Illustrator)
Possess project management skills within the data reporting analysis function
Customer satisfaction based analytics experience
Experience with regression modeling techniques and correlation analysis
Experience:
7 - 10 years experience as a hands-on report writer/analyst in a customer service/satisfaction
environment, demonstrating strong analytical and communication skills required
Demonstrated ability to interpret customer satisfaction and/or survey data and intuitively
present sophisticated analysis and findings to executive level staff and clients
Education:
Bachelor's degree in science, engineering, finance, analytics, informatics, survey
methodology, business, or social sciences
Master’s degree or equivalent experience preferred
All applicants must:
1. be authorized to work in the U.S.; and
2. be able to pass an National Agency Check with Written Inquiries (NACI) Background
Investigation.
DekaTron offers a competitive salary and a comprehensive benefits package including Medical,
Dental, 401(k), and many other perks and benefits. Interested applicants may email their resume
and salary requirements to Matthew.Moroney@dekatron.com.