Remote Senior CX Analytics & Dashboard Lead

Darktrace; Virginia (IL); On-site; USD 100,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Dependent coverage

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 CCO functions. You'll consolidate data from Salesforce, Gong, and proprietary apps, and transform it for actionable insights.

Based in the Eastern Time Zone, this remote role partners with IT, Data Warehouse, and Revenue Operations to build a scalable CX reporting framework and drive data-driven improvements for our customer teams.

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 Tableau and Power BI with live data connections.
• Hands-on proficiency with data transformation and preparation; comfortable writing SQL queries and ETL logic for interim data needs.
• Strong working knowledge of Salesforce data architecture, reporting, and dashboards; experience with Gong and Gainsight.
• Familiarity with standard CX metrics (Customer Success, Professional Services, Renewals, Support) and understanding of how each metric drives outcomes.
• Proven ability to work in ambiguous data situations, interviewing stakeholders and documenting data definitions and calculations.
• Comfort with using AI tools (Copilot, Claude) to speed up data analysis and documentation.
• Strong communication skills to present findings to senior leaders; highly organized and self-directed.

Responsibilities

• Develop a phased CX Metrics dashboard strategy across all CCO functions (Professional Services, Customer Success, Analyst Services, Support).
• Map CX data across Salesforce, Gong, and proprietary apps to define required fields and calculations.
• Partner with IT, Applications, and Data Warehouse to access source data and own CX-layer logic.
• Perform data transformation and cleansing; migrate to data warehouse as the source evolves.
• Design and build automated dashboard feeds pulling data from multiple systems into a single CX view.
• Own data lineage, data quality, and resolution of data integrity issues.
• Clarify ambiguous data by interviewing stakeholders and documenting data definitions and calculations.
• Share insights with CX leaders; surface trends, anomalies, and opportunities for improvement.
• Maintain a CX metrics catalog documenting metrics, data sources, and refresh cadence.
• Collaborate with Revenue Operations, Data & Analytics, and Business Systems to avoid duplication; ensure CX needs are met.
• Leverage AI tools to accelerate analysis and draft documentation.

Skills

Tableau

Power BI

SQL

Salesforce

Gong

Gainsight

Job description

Darktrace, a global leader in AI-driven cybersecurity, seeks a Senior Customer Experience Operations Analyst to own CX metrics dashboards across CCO functions. You'll consolidate data from Salesforce, Gong, and proprietary apps, and transform it for actionable insights.

Based in the Eastern Time Zone, this remote role partners with IT, Data Warehouse, and Revenue Operations to build a scalable CX reporting framework and drive data-driven improvements for our customer teams.