Remote CX Metrics & Data Analytics Lead

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

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Parental leave

Pet insurance

Life insurance

Commuter benefits

401(k)

Employee Assistance Program

Job summary

Darktrace, a global leader in AI-driven cybersecurity, 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, cleaning and consolidating information from multiple systems.

Based in the Eastern Time Zone and able to work remotely, you will partner with IT and Data teams to define data lineage, build automated feeds, and surface insights to CX

Qualifications

• 3+ years in analytics, BI, or data-focused roles within CX, CS, or SaaS operations environments.
• Experience building dashboards with Tableau and Power BI with live data connections.
• Hands-on proficiency with data transformation and preparation; comfortable writing SQL queries for interim data needs.
• Strong working knowledge of Salesforce data architecture, reporting and dashboards, and data extraction from CRM systems.
• Familiarity with standard CX metrics (CS, Professional Services, Renewals, Support) and how they drive outcomes.
• Ability to interview stakeholders, reverse-engineer undocumented processes, and define reliable metric definitions.
• Comfort using AI tools to speed up data analysis and draft documentation.

Responsibilities

• Develop a phased CX metrics dashboard strategy for core CX functions.
• Map CX data across Salesforce, Gong, and proprietary apps to identify required fields and metrics.
• Collaborate with IT and Data Warehouse teams to access source data and define CX-layer logic.
• Perform data transformation and cleansing for immediate needs and migrate to the data warehouse.
• Design automated dashboard feeds that present a single view of CX indicators.
• Own data lineage, quality, and source-system quirks; resolve data integrity issues.
• Clarify ambiguous data by interviewing stakeholders and documenting definitions and calculations.
• Share insights with CX leaders; surface trends, anomalies, and improvement opportunities.
• Maintain a CX metrics catalog detailing metrics, sources, and refresh cadence.
• Coordinate with Revenue Operations and Data Analytics teams to avoid duplication.
• Leverage AI tools to accelerate data exploration and draft analyses.

Skills

Data analytics

Dashboards

Stakeholder communication

Tools

Tableau

Power BI

SQL

Job description

Darktrace, a global leader in AI-driven cybersecurity, 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, cleaning and consolidating information from multiple systems.

Based in the Eastern Time Zone and able to work remotely, you will partner with IT and Data teams to define data lineage, build automated feeds, and surface insights to CX