Remote Senior CX Data & Metrics Analyst

Darktrace; Washington (District of Columbia); 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 Customer Experience Operations Analyst to design and own CX metrics dashboards across Professional Services, Customer Success, Analyst Services, and Support. You will become the go-to expert on data sources, cleaning and consolidating information from Salesforce, Gong, and proprietary apps.

The role is remote, but candidates must be based in the Eastern Time Zone, and you will partner with IT and Data teams to build scalable reporting, cover data lineage, and

Qualifications

• 3+ years in analytics, BI, or data-focused roles within CX, CS, or SaaS operations.
• Experience building dashboards and automated reporting with Tableau/Power BI and live data connections.
• Strong SQL and data prep skills; able to map data across systems like Salesforce and CRM tools.

Responsibilities

• Develop a phased CX Metrics dashboard strategy for all CCO functions.
• Investigate and map CX data across multiple systems to identify required fields and metrics.
• Partner with IT and Data Warehouse teams to access source data and define CX-layer logic.

Skills

SQL queries

Data analysis

Stakeholder communication

Tools

Tableau

Power BI

Salesforce

Gong

Gainsight

Job description

Darktrace is seeking a Senior Customer Experience Operations Analyst to design and own CX metrics dashboards across Professional Services, Customer Success, Analyst Services, and Support. You will become the go-to expert on data sources, cleaning and consolidating information from Salesforce, Gong, and proprietary apps.

The role is remote, but candidates must be based in the Eastern Time Zone, and you will partner with IT and Data teams to build scalable reporting, cover data lineage, and