Senior CX Analytics & Dashboards (Remote)

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

Benefits offered by this job

Medical insurance

Dental & Vision insurance

Parental leave

Life insurance

401(k)

Commuter benefits

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 become the go‑to expert on CX data, linking multiple systems, cleaning data, and delivering actionable insights for leaders.

The role is remote within the US Eastern Time Zone and requires hands‑on data transformation, dashboard development, and collaboration with IT, Data Engineering and business teams to ensure accurate, timely reporting.

Qualifications

• 3+ years in analytics or BI within CX or SaaS operations.
• Experience building dashboards with Tableau or Power BI using live connections.
• SQL for data transformation and interim data prep.
• Familiarity with Salesforce data structures and CRM data extraction.
• Knowledge of CX metrics across CS, PS, Renewals, Support.
• Ability to interview stakeholders and derive definitions from incomplete data.
• Comfort with AI tools to speed analysis and draft docs.

Responsibilities

• Develop phased CX metrics dashboard strategy for all CCO functions.
• Map CX data across systems (Salesforce, Gong, proprietary apps) to define metrics.
• Collaborate with IT and Data Warehouse to access sources and define CX layer logic.
• Transform and cleanse data; migrate to the data warehouse over time.
• Design automated dashboard feeds pulling data into a single CX view.
• Own data lineage, quality, and source-system quirks; fix issues.
• Clarify ambiguous data by interviewing stakeholders and documenting definitions.
• Present insights to CX leaders, surfacing trends and opportunities.
• Build a CX metrics catalog with data sources and refresh cadence.
• Coordinate with Revenue Ops, Data & Analytics, and Business Systems as a partner.
• Leverage AI tools to accelerate exploration and draft analyses.

Skills

Analytical mindset

Strong communication

Self-directed

Collaborative team player

Tools

Tableau

Power BI

SQL

Salesforce

Gong

Gainsight

Job description

Darktrace is seeking a Senior Customer Experience Operations Analyst to build and own CX metrics dashboards across all CCO functions. You will become the go‑to expert on CX data, linking multiple systems, cleaning data, and delivering actionable insights for leaders.

The role is remote within the US Eastern Time Zone and requires hands‑on data transformation, dashboard development, and collaboration with IT, Data Engineering and business teams to ensure accurate, timely reporting.