Senior CX Data & Analytics Analyst

Darktrace; Arlington (VA); On-site; USD 100,000 - 120,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

Paid parental leave

Pet insurance

Life insurance

Commuter benefits

401(k)

Employee Assistance Program

Job summary

Darktrace's CX Operations team seeks a Senior Customer Experience Operations Analyst to build and own CX metrics dashboards that cover Professional Services, Customer Success, Analyst Services, and Support.

You will work hands-on to map data from Salesforce, Gong, and proprietary systems, transform and cleanse data, and design automated feeds for a single view of CX indicators for senior leaders.

Qualifications

• 3+ years of analytics, BI, or data roles in SaaS operations.
• Experience building dashboards with Tableau and Power BI using live data.
• Proficient in SQL and light ETL for interim data tasks.
• Strong knowledge of Salesforce data architecture and dashboards.
• Familiarity with CX metrics across functions.
• Able to interview stakeholders to gather requirements.
• Comfort with AI tools to speed up data analysis.
• Excellent communication; highly organized and collaborative.
• Collaborative across IT, Data Engineering and business teams.

Responsibilities

• Develop phased CX Metrics dashboard strategy across all CCO functions.
• Map CX data across systems (Salesforce, Gong, proprietary apps).
• Partner with IT and Data teams to access source data and define CX-layer logic.
• Transform and cleanse data; migrate to the data warehouse as it matures.
• Design automated dashboard feeds from multiple systems.
• Own data lineage, quality, and source-system quirks.
• Document data definitions and calculation methods.
• Share insights with CX leaders; surface trends and opportunities.
• Maintain a CX metrics catalog with standard metrics.
• Coordinate with Revenue Ops, Data & Analytics, and Business Systems.
• Leverage AI tools to accelerate analysis and draft docs.

Skills

Analytics

Dashboard storytelling

Stakeholder interviews

Communication skills

Collaboration

AI tooling usage

SQL

Tools

Tableau

Power BI

SQL

Salesforce

Gong

Gainsight

Job description

Darktrace's CX Operations team seeks a Senior Customer Experience Operations Analyst to build and own CX metrics dashboards that cover Professional Services, Customer Success, Analyst Services, and Support.

You will work hands-on to map data from Salesforce, Gong, and proprietary systems, transform and cleanse data, and design automated feeds for a single view of CX indicators for senior leaders.