Senior CX Analytics & Dashboards (Remote, ET)

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

Benefits offered by this job

Medical, dental and vision insurance

Parental leave

Pet insurance

Life insurance

Commuter benefits

401(k)

Employee Assistance Program

Job summary

Darktrace, a global AI-driven cybersecurity leader, seeks a Senior Customer Experience Operations Analyst to build CX metrics dashboards spanning Professional Services, Customer Success, Analyst Services, and Support.

You will own data sources, perform transformations, and partner with IT and Data Warehouse to deliver reliable insights, while leveraging AI tools to accelerate analysis. Remote role based in the Eastern Time Zone.

Qualifications

• 3+ years of analytics, BI, or data-focused roles in CX, SaaS, or related environments.
• Experience building dashboards and automated reporting with Tableau and Power BI.
• Hands-on data transformation and preparation; SQL queries and simple ETL for interim needs.
• Strong knowledge of Salesforce data architecture, reporting, and dashboards; experience with CRM data.
• Familiarity with CX metrics (Customer Success, Professional Services, Renewals, Support).
• Ability to interview stakeholders, reconstruct undocumented processes, and define reliable metric definitions.
• Comfort with using AI/LLM tools to accelerate data analysis and documentation.
• Excellent written and verbal communication; able to present insights to senior leaders.
• Highly organized, self-directed, and able to manage phased deliverables across teams.
• Collaborative mindset with IT, Data Engineering, and business teams.

Responsibilities

• Develop a phased CX metrics dashboard strategy for each CCO function.
• Map CX data across systems (Salesforce, Gong, proprietary apps) to identify needed fields.
• Partner with IT, Applications, and Data Warehouse teams to access source data and define CX-layer logic.
• Perform hands-on data transformation and cleansing; migrate to data warehouse as needed.
• Design automated dashboard feeds pulling data from multiple systems into a single CX view.
• Lead data lineage, quality, and source-system issue resolution for accurate metrics.
• Document data definitions and calculation methods across departments.

Skills

Analytics

Data Visualization

SQL

Data Transformation

Communication

Cross-Functional Collaboration

Problem-Solving

Attention to Detail

Tools

Tableau

Power BI

Salesforce

Gong

Gainsight

Job description

Darktrace, a global AI-driven cybersecurity leader, seeks a Senior Customer Experience Operations Analyst to build CX metrics dashboards spanning Professional Services, Customer Success, Analyst Services, and Support.

You will own data sources, perform transformations, and partner with IT and Data Warehouse to deliver reliable insights, while leveraging AI tools to accelerate analysis. Remote role based in the Eastern Time Zone.