Remote CX Analytics & Data Operations Lead

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

Benefits offered by this job

Medical, dental, and vision insurance

Paid parental leave

Pet insurance

Life insurance

Commuter benefits

401(k)

Employee Assistance Program

Job summary

Darktrace's CX Operations team seeks a Senior Customer Experience Operations Analyst to own CX metrics dashboards across Professional Services, Customer Success, Analyst Services, and Support. You will become the go-to expert on CX data, cleansing and consolidating information from multiple systems, ready for business insights.

The remote role requires you to be based in the Eastern Time Zone; you will partner with IT, Data Warehouse, and Revenue Operations to deliver trusted insights using AI

Qualifications

• 3+ years of experience in analytics, BI, or data-focused roles within Customer Experience, Customer Success, or SaaS operations environments.
• Experience building dashboards and automated reporting using tools such as Tableau and Power BI with live data connections.
• Hands-on proficiency with data transformation and preparation. Comfortable writing SQL queries and simple ETL logic to manage data as an interim solution for immediate business needs while the data warehouse team implements the long term strategy.
• Strong working knowledge of Salesforce data architecture, reporting and dashboards and experience extracting, joining, and interpreting data from CRM and adjacent systems (e.g., Gong, Gainsight, proprietary platforms)
• Familiarity with standard CX metrics (Customer Success, Professional Services, Renewals, Support) and an understanding of how each metric drives outcomes
• Proven ability to work in situations where nobody has a clear answer. You should be comfortable interviewing stakeholders, reverse-engineering undocumented processes, and pulling together incomplete information into reliable metric definitions
• Comfortable using AI and large language model tools (e.g., Copilot, Claude) to speed up data analysis, write or debug code, and draft documentation.
• Strong communication skills. You will need to present findings to senior leaders and explain complex data concepts in plain business terms
• Highly organized and self-directed. You will be managing a phased roadmap of deliverables across multiple functional stakeholders at the same time
• Collaborative mindset with experience partnering across IT, Data Engineering, and business teams, while maintaining clear ownership boundaries appropriate to an operations role

Responsibilities

• Develop a phased CX metrics dashboard strategy across all CCO functions and build out an insights framework over time.
• Map CX data across multiple systems (Salesforce, Gong, proprietary apps) to identify fields needed for each metric.
• Partner with IT, Application, and Data Warehouse teams to access source data and own the CX-layer logic.
• Perform on-the-fly data transformation and cleansing; migrate to the data warehouse as it evolves.
• Design and build automated dashboard feeds pulling data from multiple systems into a single CX view.
• Be the CX go-to on data lineage, quality, and source-system quirks; proactively resolve data issues.
• Interview stakeholders, document data definitions, and reconstruct undocumented processes.
• Share insights with CX leaders; surface trends, anomalies, and opportunities for improvement.
• Build and maintain a CX metrics catalog detailing standard metrics, data sources, and refresh schedules.
• Collaborate with Revenue Ops, Data & Analytics, and Business Systems to ensure CX reporting complements existing outputs.
• Leverage AI tools to accelerate data exploration and draft analyses or documentation.

Skills

SQL

Data analysis

Stakeholder communication

ETL basics

Analytical thinking

Tools

Tableau

Power BI

Salesforce

Gong

Gainsight

Job description

Darktrace's CX Operations team seeks a Senior Customer Experience Operations Analyst to own CX metrics dashboards across Professional Services, Customer Success, Analyst Services, and Support. You will become the go-to expert on CX data, cleansing and consolidating information from multiple systems, ready for business insights.

The remote role requires you to be based in the Eastern Time Zone; you will partner with IT, Data Warehouse, and Revenue Operations to deliver trusted insights using AI