Senior CX Analytics & Dashboards Lead

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

Benefits offered by this job

100% medical, dental and vision

Paid parental leave

Pet insurance Discount

Life insurance

Commuter benefits

401(k)

Employee Assistance Program

Job summary

Darktrace seeks a Senior Customer Experience Operations Analyst to design and own CX metrics dashboards across all CCO functions, turning scattered data into actionable metrics. You’ll work hands-on to clean, map, and consolidate data from Salesforce, Gong, and proprietary systems, delivering insights that drive CX strategy.

This remote role is based in the Eastern Time Zone. You’ll partner with IT and Data teams to build robust data pipelines, document data definitions, and present findings to

Qualifications

• 3+ years in analytics or BI within CX/ SaaS operations.
• Experience building dashboards with Tableau/Power BI and live data.
• SQL and basic ETL knowledge to prepare data.
• Familiarity with Salesforce data structures and dashboards.
• Knowledge of CX metrics across CS, Professional Services, Renewals, Support.
• Ability to interview stakeholders and define metrics from incomplete data.
• Experience with AI tools to speed analysis and documentation.
• Strong communication and collaboration skills.

Responsibilities

• Develop a phased CX metrics dashboard strategy across functions.
• Map CX data across systems (Salesforce, Gong, proprietary apps).
• Partner with IT and Data teams to access source data and define CX logic.
• Transform and cleanse data for immediate needs; migrate to data warehouse.
• Build automated dashboard feeds into a single CX view.
• Define data lineage, data quality, and handle data quirks.
• Document data definitions and calculation methods.
• Share insights with CX leaders and surface actionable trends.
• Maintain a CX metrics catalog and align with Revenue Ops teams.
• Leverage AI tools to accelerate exploration and drafting docs.

Skills

Analytics

Dashboarding

Data visualization

SQL

Tools

Tableau

Power BI

Salesforce

Gong

Gainsight

Job description

Darktrace seeks a Senior Customer Experience Operations Analyst to design and own CX metrics dashboards across all CCO functions, turning scattered data into actionable metrics. You’ll work hands-on to clean, map, and consolidate data from Salesforce, Gong, and proprietary systems, delivering insights that drive CX strategy.

This remote role is based in the Eastern Time Zone. You’ll partner with IT and Data teams to build robust data pipelines, document data definitions, and present findings to