Remote CX Data & Insights Analyst (ET)

Darktrace; Kentucky; 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 is seeking a Senior Customer Experience Operations Analyst to build and own CX metrics dashboards for Professional Services, Customer Success, Analyst Services, and Support. You will become the go-to expert on CX data, cleaning and consolidating information from multiple systems to deliver business-ready insights.

You will map data, collaborate with IT and Data teams, design automated dashboard feeds, and surface trends to CX leaders. This remote role is within the Eastern Time Zone.

Qualifications

• 3+ years analytics in CX or SaaS ops.
• Experience building dashboards with Tableau and Power BI.
• Proficiency in SQL and simple ETL logic.
• Knowledge of Salesforce data architecture and reporting.

Responsibilities

• Develop a phased CX metrics dashboard strategy for all CCO functions.
• Map CX data across systems (Salesforce, Gong, proprietary apps) to define metrics.
• Partner with IT and Data Warehouse to access source data and own CX-layer logic.
• Transform and cleanse data; migrate to data warehouse as it evolves.
• Design and build automated dashboard feeds from multiple systems.

Skills

Data analytics

Dashboard building

SQL

Salesforce data

AI tools

Stakeholder interviews

Executive communication

Tools

Tableau

Power BI

SQL

Salesforce

Job description

Darktrace is seeking a Senior Customer Experience Operations Analyst to build and own CX metrics dashboards for Professional Services, Customer Success, Analyst Services, and Support. You will become the go-to expert on CX data, cleaning and consolidating information from multiple systems to deliver business-ready insights.

You will map data, collaborate with IT and Data teams, design automated dashboard feeds, and surface trends to CX leaders. This remote role is within the Eastern Time Zone.