CX Metrics & Data Lead (Remote, ET)

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Parental leave

Pet insurance discount

Life insurance

Commuter benefits

401(k)

Employee Assistance Program

Job summary

Darktrace is seeking a Senior Customer Experience Operations Analyst to own CX metrics dashboards across Professional Services, Customer Success, Analyst Services, and Support. You’ll consolidate data from Salesforce, Gong, and proprietary apps, transform it, and build an insights framework while ensuring data quality and lineage.

The role emphasizes collaboration with IT and Data teams, plus leveraging AI tools to speed analysis. Remote but Eastern Time Zone-based candidates preferred.

Qualifications

• 3+ years in analytics, BI, or data roles within CX, SaaS, or customer ops.
• Experience building dashboards with live data connections in Tableau/Power BI.
• Hands-on data transformation; proficient with SQL and basic ETL.
• Strong knowledge of Salesforce data architecture, reporting, and dashboards.
• Familiarity with CX metrics (CS, Services, Renewals, Support) and impact on outcomes.
• Comfort interviewing stakeholders and documenting definitions to resolve ambiguities.
• Experience using AI tools to speed data analysis and documentation.

Responsibilities

• Develop phased CX Metrics dashboard strategy across all CCO functions.
• Map CX data across systems (Salesforce, Gong, proprietary apps) for metrics.
• Collaborate with IT, Data Warehouse, and Applications to access source data and define CX layer logic.
• Transform and cleanse data; migrate to data warehouse as the source evolves.
• Design automated dashboard feeds pulling data from multiple systems into a single view.
• Own data lineage, data quality, and data source quirks; resolve integrity issues.
• Present insights to CX leaders; surface trends, anomalies, and opportunities for improvement.
• Build and maintain a CX metrics catalog detailing metrics, data sources, and refresh cadence.
• Coordinate with Revenue Ops, Data & Analytics, and Business Systems to meet CX reporting needs.
• Leverage AI/LLM tools to accelerate data exploration and draft analyses or documentation.

Skills

CX analytics

Dashboard development

SQL proficiency

Salesforce data

Stakeholder interviewing

AI tool usage

Data quality

Tools

Tableau

Power BI

SQL

Salesforce

Gong

Gainsight

Job description

Darktrace is seeking a Senior Customer Experience Operations Analyst to own CX metrics dashboards across Professional Services, Customer Success, Analyst Services, and Support. You’ll consolidate data from Salesforce, Gong, and proprietary apps, transform it, and build an insights framework while ensuring data quality and lineage.

The role emphasizes collaboration with IT and Data teams, plus leveraging AI tools to speed analysis. Remote but Eastern Time Zone-based candidates preferred.