CX Data & Dashboards Lead

Darktrace; Delaware; On-site; USD 100,000 - 120,000; Full time

Job summary

Darktrace is seeking a Senior Customer Experience Operations Analyst to build and own CX Metrics dashboards that provide leading indicators across Professional Services, Customer Success, Analyst Services, and Support. You will become the go-to expert on CX data, cleaning and consolidating information from Salesforce, Gong and proprietary systems.

Please note this role is remote, but candidates must be based in the Eastern Time Zone.

Qualifications

• 3+ years of analytics, BI, or data-focused roles in CX, CS, or SaaS operations.
• Experience building dashboards and automated reporting with Tableau and Power BI.
• Hands-on data transformation; proficient in SQL and simple ETL logic.

Responsibilities

• Develop phased CX Metrics dashboard strategy for all CCO functions.
• Map CX data across systems (Salesforce, Gong, proprietary apps).
• Collaborate with IT, Data Warehouse to access data and define CX-layer logic.
• Transform and cleanse data for immediate needs and migrate to data warehouse.
• Design and build automated dashboard feeds from multiple systems.
• Be the CX go-to on data lineage, quality, and source quirks.
• Work across departments to document data definitions and calculations.
• Share insights with CX leaders, surface trends and opportunities.
• Build and maintain a CX metrics catalog and governance.

Skills

Analytics

Tableau

Power BI

SQL

Salesforce data

Data modeling

CX metrics

AI tools

Communication

Organization

Collaboration

Tools

Salesforce

Gong

Gainsight

Tableau

Power BI

Job description

Darktrace is seeking a Senior Customer Experience Operations Analyst to build and own CX Metrics dashboards that provide leading indicators across Professional Services, Customer Success, Analyst Services, and Support. You will become the go-to expert on CX data, cleaning and consolidating information from Salesforce, Gong and proprietary systems.

Please note this role is remote, but candidates must be based in the Eastern Time Zone.