Remote CX Data & Metrics Analyst

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

Benefits offered by this job

Medical insurance

Parental leave

Pet insurance

Life insurance

Commuter benefits

401(k)

Employee Assistance Program

Job summary

Darktrace is seeking a Senior CX Operations Analyst to own a series of CX metrics dashboards across Professional Services, Customer Success, Analyst Services, and Support. You will map CX data across Salesforce and other systems, lead data cleansing, and partner with IT to deliver actionable insights for senior CX leaders.

The role is remote with candidates based in the Eastern Time Zone. You will build a CX metrics catalog and leverage AI tools to accelerate analysis, reporting, and

Qualifications

• 3+ years in analytics, BI, or data-focused roles in CX, CS, or SaaS ops.
• Experience building dashboards with Tableau/Power BI and live data connections.
• Hands-on data transformation; able to write SQL and lightweight ETL.
• Strong knowledge of Salesforce data architecture and dashboards; CX metrics familiarity.
• Ability to work with ambiguous data, interview stakeholders, and document definitions.
• Comfort with AI tools to speed up data analysis and documentation.

Responsibilities

• Develop phased CX metrics dashboard strategy for each CCO function.
• Map CX data across systems (Salesforce, Gong, proprietary apps) to define metrics.
• Collaborate with IT, Applications, and Data Warehouse to access source data.
• Transform and cleanse data; migrate to data warehouse as it evolves.
• Design automated dashboard feeds pulling data from multiple systems.
• Own data lineage, quality, and source-system nuances; resolve issues.
• Share insights with CX leaders; surface trends and anomalies.
• Build and maintain a CX metrics catalog detailing metrics, data sources, and refresh cadence.
• Coordinate with Revenue Operations, Data & Analytics, and Business Systems to align reporting needs.
• Leverage AI to accelerate data exploration and draft analyses.

Skills

Analytics

Dashboards

SQL

CRM data

Stakeholder management

AI tools

Communication

Organization

Tools

Tableau

Power BI

Salesforce

Gong

Gainsight

Job description

Darktrace is seeking a Senior CX Operations Analyst to own a series of CX metrics dashboards across Professional Services, Customer Success, Analyst Services, and Support. You will map CX data across Salesforce and other systems, lead data cleansing, and partner with IT to deliver actionable insights for senior CX leaders.

The role is remote with candidates based in the Eastern Time Zone. You will build a CX metrics catalog and leverage AI tools to accelerate analysis, reporting, and