Senior CX Analytics & Dashboards Lead

Darktrace; Miami (FL); On-site; USD 100,000 - 120,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

Paid parental leave

Pet insurance discount

Life insurance

Commuter benefits

401(k)

Employee Assistance Program

Job summary

Darktrace is seeking a Senior Customer Experience Operations Analyst to build and own CX metrics dashboards across all CCO functions. You will join a remote team based in the Eastern Time Zone, becoming the go-to expert on CX data and data sources.

You will investigate data across Salesforce, Gong, and proprietary systems, perform cleansing, and design automated dashboard feeds to deliver leading indicators and performance insights for leadership.

Qualifications

• 3+ years of analytics, BI, or data-focused roles in Customer Experience, Customer Success, or SaaS operations environments.
• Experience building dashboards and automated reporting with live data connections (Tableau / Power BI).
• Hands-on data transformation and preparation; SQL queries and ETL logic for interim data work.

Responsibilities

• Develop phased CX Metrics dashboard strategy for each CCO function (Professional Services, Customer Success, Analyst Services, Support).
• Investigate and map CX data across multiple systems to identify fields and calculations needed for metrics.
• Partner with IT, Data Warehouse, and Business Systems to access source data and define CX-layer logic.
• Perform data cleansing and migrate to data warehouse as the source evolves.
• Design and build automated dashboard feeds pulling data from multiple systems into a single CX view.
• Be the go-to person on data lineage and data quality, resolving data integrity issues.
• Share insights and recommendations with CX leaders, surfacing trends and opportunities for improvement.
• Build and maintain a CX metrics catalog detailing standard metrics, data sources, and refresh cadence.
• Collaborate with Revenue Ops and Analytics teams to meet CX reporting needs without duplication.
• Leverage AI tools to accelerate exploration and draft analyses or documentation.

Skills

Tableau

Power BI

SQL

Salesforce data architecture

Data transformation

AI tools

Job description

Darktrace is seeking a Senior Customer Experience Operations Analyst to build and own CX metrics dashboards across all CCO functions. You will join a remote team based in the Eastern Time Zone, becoming the go-to expert on CX data and data sources.

You will investigate data across Salesforce, Gong, and proprietary systems, perform cleansing, and design automated dashboard feeds to deliver leading indicators and performance insights for leadership.